Customer Relationship Manager

PayProp and Reapit – Who are we?

PayProp, a Reapit company, offers a tech platform for letting agents that lets them automate every part of the rental transaction.

PayProp is easier to use and more powerful than solutions by banks and traditional software vendors. We're a seasoned team of professionals with expertise in property, banking, finance, risk management, and technology, as well as building and managing highly secure cloud-based Web applications. Worldwide, Reapit technology is used by over 78 agents in more than 15 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you'll be doing

Reporting to the Head of Client Services, you'll be:

1. Joining a team responsible for supporting over 1,000 clients and 6,000 users.
2. Specialising as an expert in payments processing within the rental industry.
3. Providing specialist support through:
1. Handling incoming support calls.
2. Managing and resolving email support tickets.
3. Addressing clients' queries related to banking services.
4. Offering proactive and attentive customer service.
5. Occasionally assisting team members with additional tasks as needed to maintain operational efficiency within the company.

Who we're looking for

At PayProp, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the following skills and attributes may be important, don't worry if you don't meet all of them, we'd still like to hear from you:

1. Excellent interpersonal and presentation skills.
2. Strong, resilient passion and enthusiasm for a customer-centric approach.
3. Computer literacy: Microsoft Office Suite.
4. Reliable transportation and a driver's licence.
5. Must reside in Cape Town or the surrounding area, as this is an office-based position.
6. Matric / Grade 12 equivalent.
7. 2-3 years of customer service experience.
8. Additional Advantage: Proficiency with Freshdesk and Telviva.

We will train you to become an expert in client money platforms.

What your impact will be, and what success looks like in your position

As a Client Relationship Manager, we expect your success and impact in the early stages of your career with us to look something like this:

1. Within 1 month: Develop a solid foundational knowledge of the PayProp platform, including property setup, creating tenants, beneficiaries, and linking owners and tenants. Understand internal procedures such as: debit order authorisations, payment queries, foreign transfers, and unidentified deposit queries. Demonstrate proficiency in internal systems, specifically Freshdesk.
2. Within 3 months: Develop advanced knowledge of the platform, including reporting, damage deposits, and Property account. Develop advanced knowledge of internal procedures in Client Services. Demonstrate proficiency in telephony system, Telviva, and excellent telephone etiquette.
3. Within 6 months: Achieve expert-level proficiency in the platform. Deepen your knowledge of internal procedures in Client Services. Maintain continuous improvement: Stay updated with platform updates and industry trends.

Participate in ongoing training sessions and workshops to enhance your skills. Engage in continuous learning and knowledge sharing within the team.

What's in it for you?

We operate a flexible working policy and would like you to work from our offices 5 days a week during peak processing times (2 weeks of the month). During quieter periods, we ask that you work from the office 3 days a week (Wednesdays, Thursdays, and Fridays). This opening is your chance to really make an impact at PayProp, and the opportunity for personal growth is very real.

You'll feel part of a special team.

You can expect a highly competitive salary and some great benefits, once the probation period has been successfully completed.

Don't tick all the boxes?

Neither do we. We care about our society and want our industry to become a more inclusive and diverse place to work. Experience and a perfect fit for the role are not our only hiring considerations. We're just as keen on candidates that share our values and have the right attitudes and behaviours for success. Bottom line: we are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. You will find it a very welcoming, comfortable place.

We offer a supportive, empowering environment where everyone is appreciated and respected. We welcome new ideas, thinking and approaches, and we listen to our employees.