Agent Customer Service

Job Description

Customer Support:
Present a professional and courteous attitude when engaging with customers.

Recognise when a customer’s query requires escalation and facilitate through established protocols while remaining the primary contact from engagement to resolution.

Minimise repeat contact for administrative purposes while ensuring contracts, payment receipting, and application processes are followed accurately and step by step.

Maintain time attendance, professional attire, and company-approved greetings.

Direct escalations to appropriate parties with complete information while retaining ownership of the query until resolution.

Submit accurate contracts, process payments as per agreed procedures, and ensure detailed notes are recorded in the CRM system.

Understand policies and procedures for customer contracts, move‑ins, move‑outs, payments, and suspension processes.

Support customer queries and provide guidance to improve understanding of policies and procedures.

Process customer payments (cash, cheque, or card) in a timely manner and ensure receipts are issued and accounted for until bank deposit.

Reconcile payments and ensure secure transfer of funds from customer service location to the bank account.

Follow all relevant Department/Unit policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Ensure the organization adheres to legal frameworks in areas such as discipline & grievance, redundancy, and employment law.

Guidance and support in HR Policies & Procedures.

Ensure compliance with all health, safety, and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, and responsible environmental attitude.

Guidance and support in HSE policy. Report any safety incidents and near misses.

Internal:
All internal departments. External:
Customers, Clients, Property Manager.

• Minimum Qualifications:
  
  Diploma / High School certificate
• Minimum Experience:
  
  1 year experience in relevant field
• Competencies (Knowledge, Skills & Abilities):
  Document Management, Telephone Etiquette
• Behavioural competency:
  Progress, Partnership, Performance, Be Adaptable, Build Relations, Put Safety First, Develop Yourself, Team Player, Show Commitment, Generate Ideas, Service Minded, Deliver Consistently, Welcome New Approaches, Builds Trust, Seeks Feedback, Solve Problems, Guided by Values, Be Resilient

• As per client policy