The purpose of the role is to assist all walk-in prospective tenants with regards to lease enquiries and endeavor to convert enquiries into deals. The role is also responsible for facilitating the application and approval process (including but not limited to explanation of the Terms and Conditions of the lease agreement to the tenant) and ensure regular feedback to prospective tenants to achieve good customer service satisfaction. The purpose of the customer service function is to interact directly with customers resolving or escalating their queries or requirements to the relevant person. Further this role is required to assist and guide tenants through the vacate process and execute the vacates.
Facilitate prospective tenants with the lease application process
- Provide vacancy list and application forms to the prospective tenants and explain the application process thoroughly.
- Follow up on all leasing enquiries from prospective tenants on the CRM system in line with the CPA standards and turnaround times.
- Viewing of vacant flats with prospective tenants.
- Ensure all lease applications are completed accurately and timeously and all the supporting documents attached.
- Regular follow-ups and feedback regarding applications to prospective tenants.
- Capture new lease applications and unit changes on Book-It accurately and within agreed turnaround times.
- Communicate and feedback on all outstanding documents to prospective tenants which are required in terms of the CPA Leasing Process.
- Obtain approval of leasing deals from the Centre Manager according to Signature of Delegated Authority (SODA) and in line with the CPA Leasing Process.
- Generate the tenant fee proposal and attach fee proposals to all approved applications to collect payment from the tenant.
- Contact successful applicants once their deal is approved and inform them of the lease fees payable to secure the unit as well as other fees payable before final signing of the Lease Agreement.
- Follow up with successful applicants on payment of all the relevant fees.
- Confirm payment of lease fees on Book-It and attach proof of payment to supporting documentation.
- Generate the lease agreement and verify accuracy before being included in the lease pack for signature.
- Compile the lease pack with all the required documents as per the CPA Leasing Process and contact the prospective tenant for signature.
- Assist new tenants with the signing of Lease Agreements and ensure critical clauses are explained and understood by the tenant before signature.
- Escalate any special applications to the Centre Manager for review and decision making.
- Obtain signatures from the Centre Manager as well as a witness to make a copy of the lease for the new tenant.
- Furnish new tenants with all the relevant documents for them to take occupation (e.g., key slip, customer service booklet & DSTV settings).
- Complete the status on Book-it from final payment to fulfillment.
- Submit signed and paid lease to Centre Manager for final processing.
Conduct market research to ensure that vacancies are filled timeously
- Identify possible leads through market investigations and cold calling.
- Provide feedback to Property Manager and Centre Manager regarding any concerns that will have an impact in the letting of vacancies.
- Make recommendations on how to reduce vacancies to increase long-term income.
- Communicate specific and special leasing requirements to the Centre Manager.
- Provide regular feedback to the Centre Manager on the leasing status of the various units and recommend any amendments to the price or offering.
- Attend meetings to provide feedback on the leasing progress when required.
Administrative Functions
- Reconcile on a quarter basis the biometric residential tenant access to MDA ensuring only legal tenants and occupants have access. Resolve any discrepancies in line with CPA Policies and House Rules.
Achieve monthly targets
- Meet the set monthly targets to maintain and/or improve the set vacancy percentage.
- Ensure that ‘Error Rates’ with regards to the Application Pack and Book-IT capturing are kept within the agreed margins.
Customer Service function for the building
- Always attend to customers in a polite and professional way providing the correct information telephonically as well as personally.
- Take accurate messages and contact details from customers and forward the message to the relevant person.
- Direct customers and telephonic enquiries to the correct person or department.
- Deal with irate customers professionally and calmly.
- Increase the customer’s understanding of procedures.
- Provide solutions to customer’s queries within the City Property policies and procedures.
- Log CRM cases to the Property Managers and Credit Controller based on the walk-in and telephone queries received.
- Keep the customer informed of progress on queries.
- Process payments via the Speed-Point machine.
- Manage the long-stay visitors in terms of the House Rules and CPA Regulations by completing the relevant forms and giving limited biometric access.
- Manage the change in occupants as per the CPA Procedures by completing the relevant form and updating MDA accordingly.
- Issue ‘Proof of Residence’ letters to the tenants by using the standard pre-approved CPA letter.
- Ensure that there are always enough forms and the relevant stationery at the front office and that these are always kept neat.
- Register new tenants and the occupants on the biometric access system.
- Update the biometric access system with any changes to the occupants by adding new occupants and removing old occupants according to the relevant supporting documentation.
Assisting tenants with the vacate process
- Process Notice of Cancellations, amendments and re-in statements on Book-it.
- Remove tenants and occupants from the biometric access system as they vacate.
- Attending to CRM cases and Chat2Brand in respect of NOC’s and amendments within the required turnaround time.
Working conditions: Site based with limited travelling required mainly to Head Office. (90:10) Due to the nature and size of the Centre Management Office, you will be required to attend to other functions, duties, or responsibilities in the absence of a colleague/s and on specific Saturdays as required.
Qualifications & Experience:
- Matric qualification required.
- Estate Agencies Affairs Board Competency Certificate (NQF Level 4) required.
- Registration with the Estate Agent Association Board required.
- Diploma or tertiary qualification preferred.
- 1-2 years’ experience in sales or leasing required.
Skills & Knowledge Required:
- Basic computer skills including MS Office:
- MS Word – Basic
- MS Excel – Basic
- MS Outlook - Basic
- Knowledge of MDA preferred.
- Proficiency in English required.
- Good communication skills.
- Knowledge of the residential leasing process preferred.
Personal Attributes:
- Problem solving – finding solutions when emotions are involved.
- Reality testing – be objective; see things as they really are.
- Impulse control – resist or delay impulse to act.
- Flexibility – adapting emotions, thoughts, and behaviors.
- Stress tolerance – coping with stressful situations.
- Interpersonal relationships – building mutually satisfying relationships.
- Empathy – understanding & appreciating how others feel.
- Independence – be self-directed and free from emotional dependency.
- Assertiveness – communicating feelings and beliefs; being non-offensive.
- Social confidence – be self-assured and at ease with people in all types of social situations.
- Persuasion – negotiating, selling, influencing, and attempting to persuade people or trying to change the point of view of others.
- Multitasking – dealing with several activities at a time, enjoying being given new tasks before they have finished another.
- Teamwork – cooperation with others, good-natured attitude and encouraging people.
- Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
- Rule following – adhere to rules and strictly follow work regulations.
- Attention to detail – focus on details, strive for perfection and be well organized.
- Planning – enjoy making detailed plans and long-terms plans.
- Good Listening Skills – Taking the time to listen and to listen closely as clients are talking to efficiently and effectively assist with enquiries and/or specific needs.
- Target Driven : explanation of this
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