Where you'll work

A trailblazer in the digital property management sector, prioritising customer-centric solutions and aiming to set higher standards in service and societal impact. Emphasising continual growth and development, the company fosters a culture of learning and support among its team members. Transparency, diversity, and inclusivity are core values, creating a positive work environment that values work-life balance and sustainability.

How you'll role

As a Customer Success Lead you will play a pivotal role focused on ensuring exceptional customer service and support. This position requires handling customer interactions, managing financial transactions, and leading the customer success team. You're the ideal candidate if you possess strong leadership skills, a deep understanding of financial management, and a commitment to fostering a culture of customer excellence.

What you'll do

Customer success leadership (40%)

Team leadership: lead and mentor the customer success team, fostering a culture of continuous improvement and excellence

Training and development: develop training modules and conduct regular coaching sessions to enhance team proficiency in dispute resolution and financial management

Performance monitoring: oversee team performance metrics, ensuring high standards of customer service and adherence to company policies

Customer interaction and support (30%)

Onboarding process: oversee the comprehensive onboarding of new lease agreements, including setting up Xero accounts, generating invoices, sending mandates, and ensuring all financial setups are correct

Customer interaction: address incoming calls related to account queries with professionalism, escalate or transfer calls to relevant personnel, and serve as the primary point of contact for complex disputes

Outstanding rental management: pursue outstanding rental payments using automation to increase efficiency and handle necessary escalations.

Letters of Demand (LODs): prepare and dispatch Letters of Demand to ensure effectiveness in recovering dues

System and risk management (20%)

System and statement maintenance: keep financial systems like Zoho CRM/Click Up updated with all actions, maintain accurate financial statements, and ensure all proof of payments are documented in Xero accounts

Risk management: proactively manage potential risks associated with financial transactions and client interactions, offering solutions to mitigate risks and develop internal guidelines

Strategic planning and reporting (10%)

Reporting and documentation: generate and maintain reports on financial activities, compliance, and risk management efforts

System compliance: ensure that all financial and contractual documents adhere to the necessary standards

Professional development: engage in ongoing training, remaining current with developments affecting property management and financial transactions

What you'll need

Minimum of 8 years in a customer support or success role, with at least 2 years in a leadership position, preferably within property management or a similar field

Bachelor's degree in a relevant field such as Finance, Business Administration, or Management.

Leadership and mentorship: proven ability to lead, mentor, and develop a team

Communication skills: exceptional communication and interpersonal skills, with the ability to explain financial concepts clearly and understandably to all stakeholders

Financial acumen: strong background in financial management, including handling transactions, resolving disputes, and managing accounts

Problem-solving abilities: strategic problem-solving skills to address customer-related challenges effectively

Technical proficiency: experience with financial and CRM systems (e.g., Xero, Zoho CRM, Click Up)

Salary

R25,000 per month (negotiable based on experience)

Apply HERE