- Location
- Ghana
- Type
- Full-time
- Department
- Customer Service
- Source
- PCRecruiter
Description
The Client Relations & Listing Support Assistant is the first point of contact within the Sales Department, responsible for handling the company hotline, receiving visitors, and creating and assigning new enquiries to the appropriate team members. The role combines administrative efficiency with strong client engagement. It involves maintaining positive client interactions, excellent communication skills, ensuring that all communication reflects the organization’s professional standards.
This position requires a strong understanding of the company’s services, property portfolio, and values, and the ability to explain them in a clear, confident, and professional way that clients can easily understand. And also excellent communication skills, empathy, and a strong commitment to client’s care and satisfaction.
Front Desk and Hotline management:
Clients Reception and Hospitality
• Greet and attend to clients, visitors, and employees with a friendly yet professional demeanor.
• Offer refreshments and escort clients to appropriate offices.
• Provide detailed information about the organization, guiding customers through the added value of our services, subscription options, and procedures, ensuring you provide excellent first impressions facilitating the broader team’s job.
• Listen attentively to customer concerns, providing precise and helpful information and assistance.
• Escalate complex or unresolved matters to appropriate departments or supervisors for further assistance and resolution and follow up with clients to confirm their concerns have been fully addressed.
Promoting Customer Satisfaction:
• Demonstrate empathy, patience, and understanding in dealing with customer concerns and emotions.
• Proactively identify opportunities to enhance customer satisfaction and loyalty through personalized service and proactive problem-solving.
• Solicit feedback from customers to identify areas for improvement and contribute to ongoing service enhancement initiatives.
Quality Service Maintenance:
• Adhere to company policies, procedures, and service standards in all customer interactions.
• Ensure accuracy and completeness in recording customer information, inquiries, and resolutions in the system.
• Strive to meet or exceed established performance metrics, such as response time, resolution rate, and customer satisfaction scores.
Responding to Hotline/Customer Inquiries:
• Answer incoming calls from customers promptly and maintain a courteous and professional demeanor. Provide detailed information about the organization’s services, guiding customers through the value of our services, subscription options, and procedures, ensuring a seamless experience.
• Listen attentively to customer concerns, providing precise and helpful information and assistance. Troubleshoot issues or difficulties experienced by customers and provide appropriate solutions or workarounds.
• Escalate complex or unresolved matters to appropriate departments or supervisors for further assistance and resolution. Follow up with clients to confirm their concerns have been fully addressed.
• Check incoming emails daily at 9am, 12pm, and 3pm, and respond or take the necessary action promptly.
Enquiry Management:
• Receive enquiries and accurately record all necessary details on the Enquiry Form/House Search forms.
• Input enquiries into Property Base with complete and relevant information.
• Allocate enquiries to Property Consultants
• Maintain an accurate daily register of incoming calls.
• Follow up with Property Consultants to ensure that enquiries have been attended to within 24 hours.
Property Listings:
Property Owners interaction and Agency Agreements Management:
• Engage property owners and effectively sell our services and fees.
• Keep accurate records of properties to be listed and of agency agreements pending signature.
• Obtain Due Diligence Documents and ensure that the relevant Agency agreement is signed by the property owner for each property listed, to ensure our finder’s fees, terms and conditions are agreed to prior to listing a property.
• Effectively manage the signing process of Agency Agreements for each property before it is listed.
• Upload signed Agency Agreements and manage related documents on OneDrive and on Property Base, ensuring all listings are accurate and complete.
• Create Listings on Property Base following closely the procedures
• Prepare creative and detailed content of new properties and ensure each listing includes accurate information, compelling descriptions.
• Share the property information and availability with the Sales and Lettings team using the New Properties To Be Listed WhatsApp platform. In addition, present the newly listed properties at Monday meetings.
Listing Updates and Maintenance:
• Create and manage new listings and taken over properties in our portfolio which have become available on Property Base, ensuring each property is accurately represented and visible on our website.
• Regularly update the status of properties, including marking properties as rented, sold, or vacant, and record any other relevant updates in Property Base.
• Maintain comprehensive records of properties pending listing, track the distribution and return of agency agreements sent for property owner signatures, and manage other pertinent documentation to ensure all listings are up-to-date and accurate.
• Monitor and ensure that all changes in property status are promptly reflected across all marketing platforms to maintain consistency and accuracy in property representation and that the Sales and Lettings team is informed of change of status.
Image Management:
• Maintain and organize property image folders on OneDrive and Property Base.
• Ensure all images are saved in the correct property files and regularly backed up.
• Ensure selected images are compressed before posting on Property Base.
Collaboration with Marketing Team:
• Propose properties and projects to be displayed on Social Media, for approval from Sales Director.
• On a weekly basis, present to the Sales and Lettings team the New Properties listed.
Support to Sales Team and Access Coordination:
• Assist the Sales and Lettings Team and Management by preparing tailored property options in response to client enquiries.
• Ensure a wide and relevant range of available properties is proposed, matching client criteria as closely as possible.
• Leverage Property Base and internal listings to quickly compile and share well-presented, up-to-date property options.
• Assist with arranging access to properties for Sales and Lettings Team and Management to conduct viewings with clients, by coordinating with property owners, caretakers, or facility managers.
• Proactively confirm availability and viewing times to ensure seamless and efficient scheduling for the Sales and Lettings Team.
Reporting:
Daily Reporting:
- Daily Plan: Prepare and submit a daily plan at the start of each day outlining tasks and objectives.
- Daily Feedback: Provide daily feedback at the end of each day summarizing accomplishments and pending tasks.
Weekly and Monthly Reporting:
- Weekly Report: Submit the relevant weekly enquiries reports and, if required, the Listings Reports, including Property Base listed properties, AKA 135, showing clear updates and details along with any other relevant report.
- Monthly Report: Submit the monthly summary of received enquiry by the 1st Thursday of every month.
CRM System:
- Property Base Reporting: Submit the Enquiries and the New Listing reports showing the received enquiries and the properties listed in the course of the month.
Feedback and Insights:
- Regularly report feedback and insights from property viewings to the sales team and management. This includes client reactions, potential obstacles in the sales process, any other relevant information including market trends.
This position requires a strong understanding of the company’s services, property portfolio, and values, and the ability to explain them in a clear, confident, and professional way that clients can easily understand. And also excellent communication skills, empathy, and a strong commitment to client’s care and satisfaction.
Front Desk and Hotline management:
Clients Reception and Hospitality
• Greet and attend to clients, visitors, and employees with a friendly yet professional demeanor.
• Offer refreshments and escort clients to appropriate offices.
• Provide detailed information about the organization, guiding customers through the added value of our services, subscription options, and procedures, ensuring you provide excellent first impressions facilitating the broader team’s job.
• Listen attentively to customer concerns, providing precise and helpful information and assistance.
• Escalate complex or unresolved matters to appropriate departments or supervisors for further assistance and resolution and follow up with clients to confirm their concerns have been fully addressed.
Promoting Customer Satisfaction:
• Demonstrate empathy, patience, and understanding in dealing with customer concerns and emotions.
• Proactively identify opportunities to enhance customer satisfaction and loyalty through personalized service and proactive problem-solving.
• Solicit feedback from customers to identify areas for improvement and contribute to ongoing service enhancement initiatives.
Quality Service Maintenance:
• Adhere to company policies, procedures, and service standards in all customer interactions.
• Ensure accuracy and completeness in recording customer information, inquiries, and resolutions in the system.
• Strive to meet or exceed established performance metrics, such as response time, resolution rate, and customer satisfaction scores.
Responding to Hotline/Customer Inquiries:
• Answer incoming calls from customers promptly and maintain a courteous and professional demeanor. Provide detailed information about the organization’s services, guiding customers through the value of our services, subscription options, and procedures, ensuring a seamless experience.
• Listen attentively to customer concerns, providing precise and helpful information and assistance. Troubleshoot issues or difficulties experienced by customers and provide appropriate solutions or workarounds.
• Escalate complex or unresolved matters to appropriate departments or supervisors for further assistance and resolution. Follow up with clients to confirm their concerns have been fully addressed.
• Check incoming emails daily at 9am, 12pm, and 3pm, and respond or take the necessary action promptly.
Enquiry Management:
• Receive enquiries and accurately record all necessary details on the Enquiry Form/House Search forms.
• Input enquiries into Property Base with complete and relevant information.
• Allocate enquiries to Property Consultants
• Maintain an accurate daily register of incoming calls.
• Follow up with Property Consultants to ensure that enquiries have been attended to within 24 hours.
Property Listings:
Property Owners interaction and Agency Agreements Management:
• Engage property owners and effectively sell our services and fees.
• Keep accurate records of properties to be listed and of agency agreements pending signature.
• Obtain Due Diligence Documents and ensure that the relevant Agency agreement is signed by the property owner for each property listed, to ensure our finder’s fees, terms and conditions are agreed to prior to listing a property.
• Effectively manage the signing process of Agency Agreements for each property before it is listed.
• Upload signed Agency Agreements and manage related documents on OneDrive and on Property Base, ensuring all listings are accurate and complete.
• Create Listings on Property Base following closely the procedures
• Prepare creative and detailed content of new properties and ensure each listing includes accurate information, compelling descriptions.
• Share the property information and availability with the Sales and Lettings team using the New Properties To Be Listed WhatsApp platform. In addition, present the newly listed properties at Monday meetings.
Listing Updates and Maintenance:
• Create and manage new listings and taken over properties in our portfolio which have become available on Property Base, ensuring each property is accurately represented and visible on our website.
• Regularly update the status of properties, including marking properties as rented, sold, or vacant, and record any other relevant updates in Property Base.
• Maintain comprehensive records of properties pending listing, track the distribution and return of agency agreements sent for property owner signatures, and manage other pertinent documentation to ensure all listings are up-to-date and accurate.
• Monitor and ensure that all changes in property status are promptly reflected across all marketing platforms to maintain consistency and accuracy in property representation and that the Sales and Lettings team is informed of change of status.
Image Management:
• Maintain and organize property image folders on OneDrive and Property Base.
• Ensure all images are saved in the correct property files and regularly backed up.
• Ensure selected images are compressed before posting on Property Base.
Collaboration with Marketing Team:
• Propose properties and projects to be displayed on Social Media, for approval from Sales Director.
• On a weekly basis, present to the Sales and Lettings team the New Properties listed.
Support to Sales Team and Access Coordination:
• Assist the Sales and Lettings Team and Management by preparing tailored property options in response to client enquiries.
• Ensure a wide and relevant range of available properties is proposed, matching client criteria as closely as possible.
• Leverage Property Base and internal listings to quickly compile and share well-presented, up-to-date property options.
• Assist with arranging access to properties for Sales and Lettings Team and Management to conduct viewings with clients, by coordinating with property owners, caretakers, or facility managers.
• Proactively confirm availability and viewing times to ensure seamless and efficient scheduling for the Sales and Lettings Team.
Reporting:
Daily Reporting:
- Daily Plan: Prepare and submit a daily plan at the start of each day outlining tasks and objectives.
- Daily Feedback: Provide daily feedback at the end of each day summarizing accomplishments and pending tasks.
Weekly and Monthly Reporting:
- Weekly Report: Submit the relevant weekly enquiries reports and, if required, the Listings Reports, including Property Base listed properties, AKA 135, showing clear updates and details along with any other relevant report.
- Monthly Report: Submit the monthly summary of received enquiry by the 1st Thursday of every month.
CRM System:
- Property Base Reporting: Submit the Enquiries and the New Listing reports showing the received enquiries and the properties listed in the course of the month.
Feedback and Insights:
- Regularly report feedback and insights from property viewings to the sales team and management. This includes client reactions, potential obstacles in the sales process, any other relevant information including market trends.