Job Description

Reports Directly to: Property Manager/Customer Service Manager

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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

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Your role is central to creating a welcoming workplace 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.

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Customer Service Responsibilities

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- Proactively assist prospective residents and their guests, delivering outstanding service and exceeding expectations.
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- Take initiative in resolving issues, ensuring follow-up even if the matter falls outside your immediate responsibility, demonstrating reliability in completing tasks as promised.
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- Manage the reception desk and daily operations with an emphasis on top-tier customer service.
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- Be well-versed in local amenities and services, enhancing your ability to assist residents effectively.
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- Address residents' inquiries related to their accommodation, well-being, and study needs with professionalism and care.
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- Ensure that unresolved matters are swiftly escalated to management to continue assisting residents.
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- Cultivate an understanding of cultural diversity, displaying sensitivity toward the challenges faced by international students, especially in relation to language and cultural differences.
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- Coordinate with other teams (maintenance, cleaners, contractors, security) to provide seamless service to residents.
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- Conduct thorough handovers at shift changes to ensure smooth transitions and proactive handling of resident requests.
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- Actively contribute to team cohesion, supporting colleagues whenever necessary.
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- 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.
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- 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.
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Resident Engagement

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- Collaborate with management to develop and execute resident programs that enhance community spirit and distinctiveness.
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- Attend and support resident engagement events, even outside regular working hours, when needed.
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- Ensure that service standards, such as orientation and post-arrival procedures, meet company policies and are consistently upheld.
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- Strive for high satisfaction ratings through ongoing student engagement and follow-ups.
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- Ensure accurate tracking of resident accounts and timely management of arrears.
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- Safeguard student safety and security at all times, adhering to tenancy agreements and privacy rights.
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- Helping in ensuring the quality of property, ensuring they meet expected standards.
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Administrative and Financial Support

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- Manage shift balance processing and contribute to operational efficiency, helping maintain high occupancy through organized and consistent reception practices.
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- Handle phone inquiries promptly and professionally, providing accurate and courteous service.
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- Operate office systems and technology effectively for all front desk operations.
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- Manage administrative tasks, including mail handling and correspondence, ensuring all communications meet SOP dictated standards
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- Maintain the reception area in an immaculate and professional manner at all times.
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Workplace Safety

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- Be aware and adhere to Y Suites' obligations regarding Workplace Health & Safety and ensure compliance with relevant regulations.
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Inspection Responsibilities

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- 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.
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- Conduct thorough inspections of residential units before and after leases, noting any damages or issues and ensuring proper documentation is completed.
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- Collaborate with maintenance and cleaning teams to address any concerns raised during inspections,



ensuring timely and efficient resolution.
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- Support the management team in preparing reports and conducting follow-ups based on inspection findings to maintain a high standard of accommodation for residents.
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- 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.
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Sales and Marketing

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- Conduct property tours and engage with potential tenants during the leasing process and ensure walk in leads get converted on the spot
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- Support on-site renewal campaigns, proactively reaching out to residents for lease renewals and be responsible for hitting renewal targets
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- Support the planning and execution of marketing events and assists with ad-hoc tasks
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- Assist to check that student documents are in order before checking in and that they meet all legal requirements to be a resident
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- Provide after sales service once the student checks in to the property
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Additional Duties

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- Foster a collaborative culture within Y Suites, contributing to its growing reputation and success.
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- Adhere to Y Suites policies and codes of conduct at all times, acting with integrity and contributing to the brand's reputation.
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- Participate in improving the company through the submission of ideas for operational improvements.
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- Provide senior management with proactive reports on potential risks or challenges.
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- Promote services that assist residents with settling in, such as moving support or the Y Suites shop.
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- Encourage the promotion of landlord protection insurance to ensure property owners' security.
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- Complete any reasonable tasks as assigned by senior management in a timely manner.
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- Keep up-to-date with any changes to company policies and procedures.
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- Adhoc tasks from time to time by the Property Manager
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Qualifications(Experience and Education):

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- Previous experience in student accommodation or Hospitality is a plus.
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- Minimum of a high school diploma or equivalent (Bachelor's degree or relevant certification in customer service or business is an advantage).
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- Excellent interpersonal skills and ability to connect with individuals from diverse backgrounds.
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- Strong written and verbal communication skills.
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📌 Customer Service Coordinator (New South Wales)
🏢 Y Suites Australia
📍 New South Wales