Job Opportunities at City Property Administration (Pty) Ltd

Job Purpose To manage a customer base that consist of both prospective and existing customers, ensuring standards are met to help drive customer loyalty, and support continued sales.

 Manage contact on telephone and various channels received in the CRM system.

•       Reduce the number of abandoned calls.
•       Maintain the agreed upon service levels for all communication channels managed inside and outside of the Freshdesk CRM environment.
•       Maintain the agreed upon handling time for contacts received in the Freshdesk CRM.
•       Correct completion of customer information and clear explanation of complaints and enquiries in Freshdesk CRM.
•       Assist leasing team with tenant retention where notice of cancellation is received by contacting the tenant to ensure that they have been assisted in all areas and determine the reason for their vacate.

Deliver Customer Satisfaction.

•        Support and provide superior service telephonically and on all other communication channels, as both receiver and responder.
•       Knowledge of the business to assist tenant or prospective tenant with enquiry submitted, via any of the communication channels, with correct information.
•       Deal with irate customers professionally and calmly.
•       Ensure effective telephone communication.
•       Transfer calls, take messages, and handle call backs in an effective manner.
•       Increase customers understanding of procedures.
•       Ensure clear communication between Departments and the customers to increase customer satisfaction.
•      Build positive relationships with customers over the various communication channels.
•      Control telephone calls effectively.
•      Ensure that service delivery is continuously improved in ways that meet the needs of the customer.

Working conditions:

• Office Based with no travelling required.

Requirements
Qualifications & Experience:

•        Matric qualification required.
•        1- 2 years’ experience in a contact centre required.
•       1 -2 years’ experience in customer service required.

Skills & Knowledge Required:

•       MS Office Skills required
  •       MS Word – Basic
  •       MS Excel – Basic
  •      MS Outlook – Basic
•      Good data entry and typing skills required.
•      Proficiency in English language required.
•       Basic knowledge of MDA preferred.
•       Intermediate knowledge in Freshdesk preferred.
•       Knowledge of City Property business processes is preferred.
•       Knowledge of customer service principles and practices preferred.
•       Knowledge of call center telephony and technology preferred.
•       Knowledge of administration processes preferred.  

Personal Attributes:

•       Problem solving – find solutions when emotions are involved.
•       Interpersonal relationships – building mutually satisfying relationships.
•      Empathy – understanding & appreciating how others feel.
•       Independence – be self-directed and free from emotional dependency.
•       Assertiveness – communicating feelings and beliefs; being non-offensive.
•       Social confidence – be self-assured and at ease with people in all types of social situations.
•       Multitasking – dealing with several activities at a time, enjoy being given new tasks before they have finished another.
•       Teamwork – cooperation with others, good-natured attitude and encouraging people.
•       Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
•   Rule following – adhere to rules and strictly follow work regulations.
•   Attention to detail – focus on details, strive for perfection and be well organized.
•    Analytical thinking – like solving complex problems, carefully analyze information and use logic to address issues and problems.

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Job Purpose :

• To perform the general administration for the department and provide administrative support to ensure that all office and building administration run in an effective manner.

Perform administrative functions for the department.

•       Prepare documents for the department, correspondence, etc.
•       Prepare monthly pack as required.
•       Minute taking in meetings.
•       Accurate filing of documents.
•      Order stationary/office equipment, computers etc.
•      Provide assistance with the annual leave control for the department.
•      Conduct ITC listings and reports when required.
•      Coordinate the training for new staff.
•      Diary management and preparing in advance to ensure that there is no duplication in the dairy and allowing for rescheduling of meetings as required.  
•    Ensure that the teams are fully aware of scheduled appointments.
•    Book meetings and meeting venues.
•    Coordinate and provide administrative duties related to community projects and social events.
•    Ensure good housekeeping of the department. 
•    Summarize the timekeeping & telephone reports.
•    Recording registered mail letters and managing the petty cash related to those costs.
•    Distribute fleet management reports and recover reports with associated slips and forward back to Fleet Management.
•    Monitor team movements to ensure familiarity regarding their whereabouts.
•    Organize parking as required.
•    Control & collect all documents required for performance reviews and complete the necessary checklist/control sheet.   Follow up with employee regarding outstanding reports.
•    Weekly updating of relevant lists / schedules / report as required by the Department.
•    Manage the departmental mailbox and ensure work is distributed accordingly.
•    Create and assign check lists. Working conditions:
• Office based with limited travelling involved.
• Own transport not required.

Requirements
 Qualifications & Experience:

•      Matric qualification required. 
•       A relevant qualification will be preferred (e.g. administration or office management).
•      3-5 years’ experience in administration.

Skills & Knowledge Required:

•       MS Office skills required:
•       MS Word – Advanced
•       MS Excel – Advanced
•       MS Power Point – Basic
•       MS Outlook – Basic
•       Diary management.
•       Advanced typing skills.
•       Ability to maintain confidentiality.
•       Ability to meet set deadlines.
•       Administrative knowledge and skills including filing, drafting correspondence, minute taking, report writing etc.
•      Knowledge of customer service with internal and external stakeholders.
•      Telephone etiquette.
•      Basic event management Skills.  

Personal Attributes:

•       Problem solving – find solutions when emotions are involved.
•       Reality testing – be objective; see things as they really are.
•       Impulse control – resist or delay impulse to act.
•       Flexibility – adapting emotions, thoughts and behaviors.
•       Interpersonal relationships – building mutually satisfying relationships.
•       Empathy – understanding & appreciating how others feel.
•       Independence – be self-directed and free from emotional dependency.
•       Persuasion – negotiating, selling, influencing and attempting to persuade people or trying to change the point of view of others.
•       Multitasking – dealing with several activities at a time, enjoy being given new tasks before they have finished another.
•     Teamwork – cooperation with others, good-natured attitude and encouraging people.
•     Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
•     Rule following – adhere to rules and strictly follow work regulations.
•     Attention to detail – focus on details, strive for perfection and be well organized.
•    Innovation – creative and open-mindedness.

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Description

• The purpose of the role is managing, motivating and leading of the Residential Leasing team to ensure that department goals are achieved in line with the overall strategy of City Property. The role is secondly responsible to ensure that vacancies are reduced, income is maximized, and budgeted growth is obtained by maintaining exceptional customer service to all clients and giving the necessary internal support to related departments. The role is lastly responsible for residential leasing marketing.

Manage the letting process to reduce vacancies and achieve budgeted growth.

•     Manage team to achieve monthly target amount of deals.
•     Manage vacancies, including follow up on vacancy recon items, identifying critical vacancies and management of C&M and R&M lists.
•     Analyze vacancies and ensure problematic or longstanding vacancies are let through performance management, marketing and innovative initiatives.
•     Visit buildings/vacancies as well as competitor buildings in order to identify problems/market trends and suggest solutions.
•     Ensure the outbound centre is operating efficiently in order to assist in the achievement of the required conversion rate on leads received.
•     Market products and special deals in innovative ways.
•     Ensure the team and processes operate efficiently in order to let apartments quickly, without losing prospective tenants.
•     Investigate and compare new project buildings to similar buildings in the area to do a proposal on new market rental.
•     Management of the leasing process to ensure all application forms are completed accurately and in full with all supporting documents attached, as per residential guidelines.
•    Ensure that correct procedures are followed to ascertain credit risk of new applicants. MDA Blacklisting, bank account details, next of kin and employment checks need to be performed on all applications and noted accurately on documentation and BookIt.
•    Rental increases of tenants to be managed by reviewing the letting reports and making adjustments to increase percentages if necessary.  To consider current market rental of a similar unit, the vacancy and income growth of the specific building.
•   Manage and agree Renewals as per agreed Residential guidelines. Follow-up on outstanding leases and renewals not captured on MDA.
•   Report at various forums on vacancies, market trends, tenant feedback and income achieved.

Provide a quality Customer Service.

•        Manage the outbound centre to provide quality customer service to prospective tenants.
•        Ensure that leads are followed up timeously, consistently and resolved within required SLA levels.
•        Ensure that reconciliation items between the deals done list and leads converted are investigated and corrected by agreed deadlines.
•       Ensure resolution of tenant enquiries are done within the targeted turnaround time and SLA levels.
•       Manage accuracy of applications and lease documentation.
•       Ensure leases are sent by agreed timelines to Data Management for capturing on the MDA system.
•        Give feedback on implementation of new or development done to new/existing systems at due dates. To participate in testing and management of systems.
•        To ensure all technology systems are performing efficiently and troubleshoot problems and escalate appropriately.
•        Provide or arrange relevant training for effective use of technology systems to provide excellent customer service to tenants.
•     Rent reduction enquiries to be done timeously and within the business guidelines.  Income growth, income budget and building vacancies should always be taken into account when reduction proposals are made.

Provide leadership to the teams reporting to this position.

•        Achieve the agreed KPI’s in terms of own performance management agreement and income targets.
•        Ensure teams achieve their agreed targets and that excellent and poor performance is dealt with appropriately.
•       Ensure teams follow company policies, procedures and follow the correct HR processes in dealing with staff problems.
•        Ensure teamwork through coaching and mentoring of staff members.
•        Build relationships with tenants, staff management and other stakeholders.
•        Entrench City Property values and culture within the team.
•        Identify potential and skill shortcomings in team members and initiate development/exposure/training if relevant.

Responsible for residential leasing marketing.

•      Ensure necessary Marketing material is on hand and ordered timeously.
•    Contribute and provide insight re tenants, market information, competitors etc. at marketing meetings.
•     Participate and support various marketing initiatives in order to promote the City Property Brand, the properties and apartments.

Working conditions:

• Mostly Office Based.  Limited Travelling will be required. Own Transport required. Occasionally working on Saturdays will be required.

Requirements
Qualifications & Experience:

•    Matric qualification required.
•       BCOM degree required.
•       Estate Agencies Affairs Board Competency Certificate (NQF Level 4).
•       Code 08 Drivers License required.

Skills & Knowledge Required:

•       Proficiency in English.
•      Proficient/Ability to quickly learn relevant computer applications: MDA, BookIt, Queuing Management System, Freshdesk, Power BI/Dashboard.
•       MS Office:
•       MS Word – Intermediate
•      MS Excel – Advance
•       MS Power Point – Intermediate
•       MS Outlook – Intermediate
•       3 Years Residential Leasing Experience required.
•       3 Years Management Experience required.      

Personal Attributes:

•       Impulse control – resist or delay impulse to act.
•       Stress tolerance – coping with stressful situations.
•       Interpersonal relationships – building mutually satisfying relationships.
•       Empathy – understanding & appreciating how others feel.
•      Independence – be self-directed and free from emotional dependency.
•      Assertiveness – communicating feelings and beliefs; being non-offensive.
•      Management – the strategic use of resources and employees to reach organisational goals.
•      Social confidence – be self-assured and at ease with people in all types of social situations.
•      Persuasion – negotiating, selling, influencing and attempting to persuade people or trying to change their point of view.
•    Multitasking – dealing with several activities at a time, enjoy being given new tasks whilst busy with a current task
•    Teamwork – cooperation with others, good-natured attitude and encouraging people.
•    Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
•    Attention to detail – focus on details, strive for perfection and be well organized.
•    Innovation – creative and open-mindedness.
•    Analytical thinking – like solving complex problems, carefully analyze information and use logic to address issues and problems.