Y Suites on Margaret

Role: Customer Service Coordinator

Reports Directly to: Property Manager/Customer Service Manager

Contract: Immediate start. Two-year fixed-term contract, with the potential to transition to a permanent position at the end of the contract, based on performance and business needs

Your role is central to creating a welcoming setting for our residents, making you the primary representative of Y Suites. To assist property manager in everyday running of property management tasks and duties. Prefer bilingual English & Chinese speaking. Coordinate resident movements, including minor cleaning, access, and conduct entry, routine, and exit inspections.

Customer Service Responsibilities

· Proactively assist prospective residents and their guests, delivering outstanding service and exceeding expectations.

· Take initiative in resolving issues, ensuring follow-up even if the matter falls outside your immediate responsibility, demonstrating reliability in completing tasks as promised.

· Manage the reception desk and daily operations with an emphasis on top-tier customer service.

· Be well-versed in local amenities and services, enhancing your ability to assist residents effectively.

· Address residents' inquiries related to their accommodation, well-being, and study needs with professionalism and care.

· Ensure that unresolved matters are swiftly escalated to management to continue assisting residents.

· Cultivate an understanding of cultural diversity, displaying sensitivity toward the challenges faced by international students, especially in relation to language and cultural differences.

· Coordinate with other teams (maintenance, cleaners, contractors, security) to provide seamless service to residents.

· Conduct thorough handovers at shift changes to ensure smooth transitions and proactive handling of resident requests.

· Actively contribute to team cohesion, supporting colleagues whenever necessary.

· Be flexible with working hours and willing to work on shifts, including weekends or evenings during peak periods to support extended reception working hours, if required.

· Customer Complaints and Feedback: All customer complaints, issues, and feedback must be logged promptly on Y Suites' designated Customer Feedback platform. This ensures that every concern is tracked, addressed, and followed up in a timely manner.



Take ownership of complaints and ensure they are resolved or escalated appropriately, ensuring a positive experience for residents.

Resident Engagement

· Collaborate with management to develop and execute resident programs that enhance community spirit and distinctiveness.

· Attend and support resident engagement events, even outside regular working hours, when needed.

· Ensure that service standards, such as orientation and post-arrival procedures, meet company policies and are consistently upheld.

· Strive for high satisfaction ratings through ongoing student engagement and follow-ups.

· Ensure accurate tracking of resident accounts and timely management of arrears.

· Safeguard student safety and security at all times, adhering to tenancy agreements and privacy rights.

· Helping in ensuring the quality of property, ensuring they meet expected standards.

Administrative and Financial Support

· Manage shift balance processing and contribute to operational efficiency, helping maintain high occupancy through organized and consistent reception practices.

· Handle phone inquiries promptly and professionally, providing accurate and courteous service.

· Operate office systems and technology effectively for all front desk operations.

· Manage administrative tasks, including mail handling and correspondence, ensuring all communications meet SOP dictated standards

· Maintain the reception area in an immaculate and professional manner at all times.

Workplace Safety

· Be aware and adhere to Y Suites’ obligations regarding Workplace Health & Safety and ensure compliance with relevant regulations.

Inspection Responsibilities

· Assist in the execution of in-going, routine and out-going inspections to ensure that all properties meet Y Suites’ standards of quality and compliance.

· Conduct thorough inspections of residential units before and after leases, noting any damages or issues and ensuring proper documentation is completed.





· Collaborate with maintenance and cleaning teams to address any concerns raised during inspections, ensuring timely and efficient resolution.

· Support the management team in preparing reports and conducting follow-ups based on inspection findings to maintain a high standard of accommodation for residents.

· Ensure that any issues identified during inspections are communicated clearly to the relevant departments and work collaboratively to rectify them before they impact residents or future tenants.

Sales and Marketing

· Conduct property tours and engage with potential tenants during the leasing process and ensure walk in leads get converted on the spot

· Support on-site renewal campaigns, proactively reaching out to residents for lease renewals and be responsible for hitting renewal targets

· Support the planning and execution of marketing events and assists with ad-hoc tasks

· Assist to check that student documents are in order before checking in and that they meet all legal requirements to be a resident

· Provide after sales service once the student checks in to the property

Additional Duties

· Foster a collaborative culture within Y Suites, contributing to its growing reputation and success.

· Adhere to Y Suites policies and codes of conduct at all times, acting with integrity and contributing to the brand’s reputation.

· Participate in improving the company through the submission of ideas for operational improvements.

· Provide senior management with proactive reports on potential risks or challenges.

· Promote services that assist residents with settling in, such as moving support or the Y Suites shop.

· Encourage the promotion of landlord protection insurance to ensure property owners’ security.

· Complete any reasonable tasks as assigned by senior management in a timely manner.

· Keep up-to-date with any changes to company policies and procedures.

· Adhoc tasks from time to time by the Property Manager

Qualifications (Experience and Education):

· Previous experience in student accommodation or Hospitality is a plus.

· Minimum of a high school diploma or equivalent (Bachelor’s degree or relevant certification in customer service or business is an advantage).

· Excellent interpersonal skills and ability to connect with individuals from diverse backgrounds.

· Strong written and verbal communication skills.

📌 Customer Service Coordinator (Redfern)
🏢 Y Suites Australia
📍 Redfern