Tenant Concierge Team Manager (WFH) at Penbrothers

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client:

Our client is transforming the rental market with stylish, fully furnished properties in prime locations across Singapore and Indonesia. They offer flexible lease terms, all-inclusive pricing (covering utilities, WiFi, and cleaning), and match tenants with compatible flatmates. Additionally, they host exclusive community events and focus on exceeding customer expectations through proactive problem-solving and collaboration.

About the Role:

As a Tenant Concierge Team Manager, you will play a pivotal role in ensuring the satisfaction and seamless experience of our tenants. You will be the primary point of contact for tenant-related concerns, working closely with the Operations Manager and various departments to optimize daily operations. Your role involves managing and training the Tenant Concierge team, handling escalated issues, and continually improving tenant communication processes. You will also oversee the team’s HR-related matters and ensure effective management of inventory and maintenance tickets. Your focus will be on delivering exceptional service, enhancing tenant satisfaction, and contributing to our company’s positive online reputation.

What You'll Do:

• Report directly to Operations Manager and work closely with other departments to ensure smooth day-to-day operations
• Responsible to deliver a customer-centric experience and assist tenants across all communication channels including WhatsApp, emails, and calls
• Training and onboarding new staff 
• Refresher training for the current Tenant Concierge team on how to reply to tenants and providing guidance on how to handle the tasks effectively.
• Setting up and updating template messages that the Tenant Concierge team uses on a daily basis 
• Handling all escalated concerns from the Tenant Concierge team and reaching out to tenants to pacify the situation either via phone call, chat or WhatsApp. 
• Going the extra mile to ensure tenants’ needs and expectations are met.
• Actively involved in refining tenant experience through monitoring of tenant's feedbacks and surveys. 
• Proactive and initiative to constantly suggest improvements for tenant communication processes. Developing and updating SOPs for the Tenant Concierge Team and as well as Operations Team as and when required. 
• Managing the tenant support enquiries, making sure that the Tenant Concierge Team is triaging issues, raising tickets, and relaying to the correct internal team without misses. 
• Take part in the company's efforts to improve online brand reputation through efficient communication with tenants to collect positive online reviews (Google, FB, OTAs etc…) and respond to the reviews accordingly. 
• Handling HR related issues of the team such as payroll, time logs, leaves, and Overtimes. 
• Monitoring the Operation Team’s monthly maintenance tickets and ensuring that all charges are applied to tenants and or Landlord’s invoices in a timely manner. 
• Remotely manage and monitor the inventory of the Operation Team’s consumable items such as mattress protectors, linens, etc.