Job description for Customer Service Officer (Leads & Rental Matching) at NextEdge
Lead Management & Enquiry Handling
• Respond promptly to all inbound enquiries (WhatsApp, Meta Suite, CoHomes platform, calls).
• Qualify leads by understanding tenant preferences (budget, location, move-in date, room type, lease term).
• Maintain accurate records of all leads in CRM or tracking system.
• Follow up consistently with warm and cold leads to maximize conversion.
Rental Matching & Coordination
• Match prospective tenants to suitable available rooms on CoHomes platform.
• Liaise with co-living operators / home owners / agents to check room availability and the latest details.
• Recommend alternative options when preferred listings are unavailable.
• Ensure listings shared are verified, accurate, and aligned with tenant requirements.
Viewing Coordination & Conversion
• Coordinate closely with the Customer Service On-Site Team on all viewing arrangements and scheduling.
• Communicate confirmed tenant preferences and availability to the on-site team for proper planning.
• Ensure accurate handover of lead details prior to viewing appointments.
• Follow up with tenants after viewings to gather feedback and address concerns.
• Guide tenants through the booking process and assist in securing room reservations and deposit procedures.
Customer Experience & Service Excellence
• Provide professional, friendly, and solution-oriented customer support.
• Handle objections and concerns with confidence and empathy.
• Ensure a smooth onboarding experience from inquiry to move-in.
• Maintain high service standards aligned with CoHomes’ brand positioning.
*** REQUIREMENTS
• Minimum 1–2 years of experience in customer service, real estate, or sales (preferred).
• Familiar with the Singapore rental market and MRT locations (it's an advantage, but training will be provided).
• Strong communication skills (spoken & written English; Mandarin is a plus).
• Comfortable using WhatsApp, Meta Suite, CRM systems, and property portals, e.g. PropertyGuru.
• Able to work in a fast-paced environment and handle multiple enquiries simultaneously.
• Results-driven, proactive, and service-oriented mindset.
