Resident Relations Specialist

Role overview

Resident experience and operations

• Manage resident communications and act as the primary contact for resident matters.
• Handle inquiries, complaints, and daily requests with accuracy, empathy, and urgency; build trust through consistent follow-up.
• Coordinate with maintenance, cleaning, leasing, and compounds teams to resolve issues.
• Schedule, track, and follow up on work orders until closure; ensure issues meet agreed timelines and quality standards.
• Visit compounds and residential properties when required.
• Prepare daily and weekly reports on requests, cases, property readiness, and resident satisfaction.
• Document communications and actions in internal systems; monitor property conditions and escalate risks or recurring issues.
• Support leasing before move-in and after move-out; guide residents through onboarding, unit handover, and contract awareness.

Requirements

• Strong spoken and written English communication skills are mandatory.
• Ability to work under pressure and manage multiple cases simultaneously.
• Strong follow-up skills and a professional communication style.
• Experience in residential compounds, serviced apartments, hotels, or property management is a strong plus.
• Familiarity with maintenance workflows and resident-facing operations is preferred.

Nice to have

• CRM or property management systems experience.
• Exposure to customer service for high-end or premium clients.
• Basic understanding of leasing, contracting, or facility management.