Vacancy: Customer Experience Consultant (Temp Contract)

There is a Customer Experience Consultant temp position available. The key requirements and responsibilities of the position are as follows:

ROLE PURPOSE: To promote the JHC brand by resolving customer queries and onboarding tenants while demonstrating brand aligned behaviours.

ROLE DELIVERABLES:

Key Performance Areas Activities

Customer Support and Query Handling

  • To resolve tenant queries by receiving the query, investigating the status of the query, sourcing and providing relevant information, answering tenants and updating system with solutions and actions daily
  • To follow up on outstanding queries by understanding the area of query, following up with the relevant departments, providing feedback to tenants and updating the system with solutions and actions daily
  • To close tenant queries by investigating, providing solutions and finalising queries and updating the system with solutions daily

Tenant Onboarding

  • To support leasing of units by providing prospective tenants with leasing information, communicating availability of units and answering potential tenant queries daily
  • To process lease applications by vetting potential tenants, assessing affordability, collecting and capturing tenant and benefit documentation, communicating lease status to tenants and calculating deposit and initial charges daily
  • To finalise the lease by engaging with tenants, communicating lease terms, additional benefits and terms and house rules, taking deposits, signing the lease and capturing tenant information on the system daily
  • To facilitate tenant installation by communicating new tenant move in dates with Property Management, confirming preparedness of units and confirming readiness for tenant reception monthly and as required
  • To identify and implement subsidies by identifying qualifying tenants, providing them with relevant information, collecting relevant documentation and preparing for submission as required

Customer Experience Implementation

  • To implement customer experience behaviours by acting in line with the brand, finding solutions for tenants, persisting until customer queries and challenges are resolved, and demonstrating brand aligned behaviours daily
  • To promote the JHC brand by acting in line with the brand and values behaviours, identifying areas for improvement adapting behaviour daily
  • To build relationships with tenants by understanding their requirements, anticipating and meeting their needs, requesting feedback on customer experiences, receiving and responding to concerns and listening and solving problems daily

ROLE REQUIREMENTS:
 

Qualifications and Experience

  • A Grade 12 or NQF 4 qualification is required
  • 2 to 3 years experience in a customer facing, customer service role
  • Must have technology competence at an intermediate level
  • Experience in a residential property environment is preferred

Suitable and qualified applicants who meet the above requirements should forward a complete CV to Tumi@jhc.co.za by no later than close of business on the 31 January 2021.