CRM Front Desk Assistant for Ithemba Property | Onsite Jhb

Job purpose: To support internal and external customers by providing Customer Service and

Administrative assistance for the CRM department.

KEY PERFORMANCE AREAS AND ACTIVITIES

Key performance areas: Job output:

1. Customer Service

• Perform daily walk-throughs of the entrance and reception areas to ensure they are tidy and presentable.
• Identify and report areas that need cleaning or attention at the start and end of each business day.
• Greet and assist walk-in tenants in a professional, polite, and courteous manner, providing advice and guidance related to their inquiries.
• When necessary, escalate queries to the appropriate CRM (Customer Relationship Management) staff member.
• Answer phone calls using the Ithemba CRM greeting promptly and professionally.
• Address tenant queries over the phone, ensuring their issues are resolved or escalate to the relevant department as needed.

2. Administrative

• Verify tenant codes on the CRM Property Management system and assist tenants with processing payments on the speed point system.
• Ensure that the correct tenant code and payment amounts are entered daily.
• Print payment arrangement forms for tenants, provide guidance on how to complete the forms, and check the accuracy of information entered against the CRM system.
• Print notice to vacate forms for tenants, guide them on how to fill them out, and verify that the information matches the relevant CRM system.
• Scan completed forms (payment arrangements, notice to vacate, fingerprint enrolment, etc.) and email them to hello@ithembaproperty.co.za to initiate ticket creation.
• Maintain and update records of completed documents such as fingerprint enrolment forms and payment slips.
• Submit the organized records to the relevant departments on a weekly basis.
• Extract the daily vacancy schedule report from the CRM system and distribute it to relevant departments via email.
• Assist management and staff with ad-hoc requests such as preparing reports or responding to various administrative needs.

Qualifications: NQF level 4 essential

Functional experience: 6 months experience in office reception or customer service or similar essential