Property Management Associate

About the role

Houst is looking for a Property Management Associate based in Cape Town, working from the office two days a week. You will be the face of the brand for customers and guests, handling enquiries by email, phone and chat, including complex, non-standard issues, and acting as the escalation point from HostSupport.

Key responsibilities

• Deliver service by telephone, email and WhatsApp so clients and guests feel valued and supported.
• Escalate issues from HostSupport and resolve them to the customer's satisfaction.
• Onboard new properties, explaining complex information simply to different customers.
• Work with cross-functional teams to find solutions, resolve queries and support resolution claims.
• Identify opportunities to improve customer retention and satisfaction.
• Decide on refunds and goodwill gestures using logic, company procedures and market insight.
• Propose process improvements and build commercially successful partnerships.
• Manage the delegated inbox and oversee case projects for a smooth workflow.

Required profile

• Based in Cape Town, comfortable working from the office two days a week.
• Previous customer service or account management experience preferred.
• Ability to explain complex technical problems in customer-friendly language.
• Working understanding of vacation rentals.
• Well organised, able to multi-task and prioritise; confident in decision-making.

Required skills

• Excellent written and verbal communication.
• Out-of-the-box thinking and problem-solving.
• Previous experience with G-Suite.

What we offer

• Salary of R12,000 to R16,000 per month depending on experience.
• 23 paid holiday days plus public holidays, and an extra day off on your birthday.
• Pawternity: work from home while settling in a new pet.
• A laptop for business use.
• Working hours 09:00-18:00 (UK time).