Job Overview
The Customer Service Associate acts as the key liaison between Aspire and tenants, ensuring professional communication, smooth coordination, and exceptional tenant satisfaction throughout the tenancy lifecycle. This role is responsible for handling all tenant communications, coordinating with other departments to resolve requests promptly, and maintaining accurate records and feedback to enhance service quality.
The Customer Service Associate also plays an important role in supporting Leasing efforts - assisting with unit showings when needed, ensuring smooth move-ins and move-outs, and contributing to occupancy and retention through proactive engagement and excellent customer care.
Duties and Responsibilities
1. Conduct Check-In Procedures (as per SOP)
• Collect required tenant information including passport, ID, visa, email, contact details, and agent/booker information.
• Verify pre-check-in conditions such as signed lease contract, deposit, and rental payment.
• Schedule and confirm check-in appointments.
• Inspect room condition and furniture, prepare handover documents (room handover minutes, electricity and water index, building regulations, laundry bills, etc.), and record a pre-check-in room video.
• Carry out the check-in process: hand over the room, explain equipment usage and building rules, payment methods, and contact information for management.
• Notify Accounting and Leasing teams of any incomplete payments or contracts.
2. Communication with Tenants During Stay
• Respond promptly and courteously to tenant inquiries on maintenance, payments, invoices, and contracts.
• Coordinate with relevant departments to resolve tenant requests or issues that cannot be handled directly.
• Inform tenants of progress and obtain feedback after resolution.
• Follow up to ensure timely handling of all cases and escalate delays to the Property Manager.
• Handle tenant complaints professionally, providing effective solutions to maintain satisfaction.
• Build trust and long-term relationships through open, proactive communication.
• Conduct periodic tenant satisfaction surveys to assess service performance and improvement opportunities.
3. Tenant Compliance and Building Regulations
• Brief tenants on building regulations during check-in and highlight common violations.
• Remind tenants of compliance requirements as needed.
• Report and document repeated or serious violations to management for further action.
• Facilitate meetings or written records of incidents when formal documentation is required.
4. Payment Coordination and Tracking
• Follow up on monthly rent and service payments.
• Address tenant queries on invoices and overdue payments.
• Coordinate with Accounting and Leasing teams to issue reminders and reconcile outstanding amounts.
5. Temporary Residence Registration
• Update and register tenant information on [protected info] for arrivals, departures, and absences.
• Work with local authorities to obtain temporary residence certificates for tenants.
• Maintain good relationships with both local authorities and tenant agents/bookers.
6. Conduct Check-Out Procedures (as per SOP)
• Verify pre-checkout conditions including pending payments, parking or laundry fees, and damage reports.
• Conduct room inspections, record electricity and water indices, and identify damages or missing items.
• Inform tenants of any compensation or additional fees.
• Conduct exit interviews and offer thank-you gestures or souvenirs to loyal tenants.
• Record a post-checkout room video and notify the operations team for maintenance and cleaning.
• Process deposit refunds according to SOP, ensuring all documentation and payments are complete.
7. Customer Data Management and Reporting
• Maintain accurate tenant databases and communication records.
• Track feedback, complaints, and satisfaction levels to identify service improvement areas.
• Provide regular reports and insights to the Property Manager for operational and service enhancements.
8. Deposit Return Process
• Coordinate with Legal, Leasing, and Accounting teams one week prior to checkout to verify contracts and pending payments.
• Summarize all outstanding charges (utilities, compensation, service fees) for collection before refund processing.
• Communicate refund details to tenants and confirm deposit transfer completion.
• Submit refund documentation for Property Manager approval and follow up with Accounting.
9. Support for Leasing and Marketing Activities
• Collaborate with the Leasing team to support unit showings and prospective tenant visits when required.
• Ensure vacant units are clean, well-presented, and ready for viewing.
• Provide information and service support to potential tenants to promote Aspire's professionalism and hospitality.
• Encourage renewals and referrals through strong service relationships and timely communication.
• Coordinate with Marketing to engage tenants in community or promotional events that strengthen tenant retention.
10. Other Duties
• Perform additional tasks as assigned by the Property Manager.