Terms of Reference

Title: Customer Care Representative

Duration: Full-time (On-site)

Royal York Property Management is a leading property rental and leasing company with a vast portfolio of over 13,000 properties. The company offers a unique proposition of guaranteed rental income to its landlords, providing peace of mind and financial stability. With over $7.8B+ in real estate assets under management, Royal York is one of the largest and most established property management firms in Ontario, Canada, and is rapidly expanding its global presence with two office locations in Europe.

The Company prides itself on its innovative approach to property management, leveraging its proprietary technology to disrupt the industry and improve processes and systems. With 15 strategically located offices across Ontario, Canada, and Europe, Royal York provides its clients with the peace of mind of local expertise, while ensuring consistent service delivery with all departments operating 24 hours a day, 7 days a week.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Care Representative. In this role, you will be providing exceptional service and support to ensure their inquiries and concerns are addressed efficiently and effectively. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for delivering outstanding customer experiences.

Responsibilities of the position:

• Respond promptly to customer inquiries via phone, and email.
• Assist customers with service information, and resolve customer complaints and issues with patience and empathy, aiming for first-contact resolution whenever possible.
• Provide accurate and timely information to customers regarding policies, procedures, and services.
• Collaborate with other departments to escalate complex issues and follow up on customer inquiries as needed.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Keep detailed records of customer interactions, files, comments, and complaints.
• Continuously strive to improve customer satisfaction and retention through proactive engagement and problem resolution.

Requirements:

• High school diploma or equivalent; college degree preferred.
• Previous experience in customer service or a related field is desirable.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to remain calm and courteous under pressure.
• Demonstrated problem-solving abilities and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in using customer service software, CRM systems, and basic computer applications.
• A positive attitude and a genuine desire to assist customers.
• Empathy and patience in dealing with diverse customer personalities and situations.
• Ability to work from 15:00 to 23:00 from our office in Prishtina, Kosovo.

What We Offer:

• Comprehensive training program and ongoing support
• Opportunity for career growth and advancement within the company.
• A positive and collaborative work environment.

How to apply:

All candidates will participate in a pre-screening process through a phone interview to confirm their alignment with the criteria mentioned above.

Interested candidates should apply directly to the link attached below.

Application Link