Responsibilities:

Administrative & Office Management:

• Oversee the day-to-day administrative operations of the office and maintain an organized, efficient, and professional work environment.
• Manage office supplies, correspondence, filing systems, petty cash, and general administrative requirements.
• Coordinate maintenance and repairs of office equipment and facilities.
• Provide administrative support to management, including scheduling meetings, calendar management, preparing reports, and coordinating appointments.
• Maintain accurate documentation and records relating to clients, properties, leases, contracts, transactions, and other business activities.
• Ensure all records and documents are properly filed, securely maintained, and easily accessible for operational and audit purposes.
• Prepare and distribute regular operational and activity reports.
• Provide daily updates on completed tasks, pending assignments, and operational issues.
• Proactively identify and resolve administrative issues or escalate them to management where necessary.

Business Support & Stakeholder Management:

• Provide administrative and operational support to internal and external stakeholders.
• Respond to inquiries from clients, tenants, vendors, service providers, and business partners professionally and promptly.
• Handle tenant and client complaints received through calls, emails, social media, and other communication channels.
• Escalate complaints and operational issues to the appropriate departments or subsidiaries, including for prompt action and resolution.
• Monitor and track pending requests, complaints, and resolutions to ensure timely service delivery.
• Send reminder emails, notices, and follow-up communications to tenants and clients regarding payments, meetings, inspections, renewals, and other business-related matters.
• Maintain accurate records of inquiries, complaints, correspondence, and stakeholder interactions.
• Support effective coordination between departments to ensure smooth business operations and excellent customer experience.

Fleet & Logistics Coordination:

• Coordinate and monitor company drivers to ensure punctuality, professionalism, and compliance with company policies.
• Monitor drivers' schedules, movement logs, assigned routes, and trip reports.
• Coordinate vehicle maintenance schedules and ensure timely reporting of vehicle-related issues.
• Track fuel usage, vehicle servicing, repairs, insurance, licensing, and other vehicle documentation.
• Address transportation and logistics-related issues promptly.
• Ensure drivers maintain proper conduct, safety standards, and professionalism when representing the company.

Customer Experience & Client Relations:

• Serve as a key point of contact for client inquiries, complaints, feedback, and general communication.
• Ensure prompt, professional, and satisfactory resolution of customer issues.
• Build and maintain positive relationships with clients and tenants to improve customer satisfaction and retention.
• Manage customer requests for properties for sale or rent, prioritizing available internal property listings before engaging external agents or affiliate marketers.
• Ensure consistent customer service delivery across phone calls, emails, social media, and walk-in interactions.
• Gather and document customer feedback and provide actionable recommendations to management for service improvement.
• Monitor customer satisfaction and identify opportunities to improve the overall client experience.

Communication & Coordination:

• Handle incoming calls, emails, inquiries, and correspondence professionally.
• Coordinate meetings, appointments, travel arrangements, and internal communications as required.
• Schedule weekly departmental meetings and ensure relevant participants receive timely reminders.
• Plan and coordinate schedules and appointments for the Operations Manager.
• Liaise effectively with clients, vendors, service providers, and external stakeholders.
• Work collaboratively with Sales, Marketing, Operations, and other departments to support business objectives.

Social Media & Marketing Support:

• Assist in managing the company's social media platforms and customer engagement activities.
• Create, coordinate, and schedule content to promote property listings, brand visibility, and customer engagement.
• Assist in preparing brochures, flyers, newsletters, announcements, and other promotional materials.
• Support email marketing campaigns and customer communication initiatives.
• Monitor social media and campaign performance and provide relevant insights to management.
• Respond to customer inquiries and engagement received through digital channels or escalate them to the appropriate team.

Lead Generation & CRM Management:

• Conduct cold calls and follow-ups with prospective clients to generate leads and business opportunities.
• Maintain accurate and up-to-date customer and prospect information in CRM systems and internal databases.
• Track lead generation, customer engagement, satisfaction, and retention metrics.
• Follow up with prospects and nurture leads in collaboration with the Sales team.
• Provide regular reports on lead generation activities and conversion pipeline.
• Ensure all customer interactions and follow-ups are accurately recorded in the CRM.

Vendor Management & Procurement Support:

• Maintain updated vendor databases for YBA Solicitors, Heritage Dwellings, Heritage Realtors, and other approved service providers.
• Register approved vendors and maintain complete and accurate vendor documentation.
• Source quotations and support procurement activities in line with company procedures.
• Monitor vendor performance, pricing, service delivery, and compliance.
• Coordinate vendor payment documentation and maintain accurate transaction records.
• Maintain professional relationships with vendors to ensure timely and quality service delivery.
• Escalate vendor performance issues to management when necessary.

Budgeting & Cost Control:

• Assist management in preparing departmental and operational budgets.
• Track operational expenses against approved budgets.
• Prepare monthly expense summaries and budget utilization reports.
• Identify opportunities for cost savings and improved operational efficiency.
• Monitor spending to ensure compliance with company approval processes.
• Report unusual or unauthorized expenses to management promptly.

Filing, Documentation & Audit Support:

• Ensure proper filing and documentation of company records across relevant departments.
• Maintain both physical and electronic filing systems.
• Conduct monthly reviews and audits of operational records to ensure completeness and accuracy.
• Identify missing, outdated, or improperly filed documents and coordinate corrective action.
• Maintain confidentiality and security of sensitive company, client, employee, and business documents.
• Ensure records are properly organized and readily available when required for management review, audits, or business operations.

HR & Staff Documentation Support:

• Support the HR function with the proper documentation and maintenance of employee records.
• Assist with filing staff-related documents, including employment documentation, attendance records, leave records, and other relevant HR documents.
• Support the coordination of staff administrative requirements as assigned.
• Maintain confidentiality when handling employee and company information.

Requirements:

• A minimum of 4 years of experience
• A minimum of a degree in a related field
• Strong organizational and administrative skills
• Excellent verbal and written communication skills
• Strong customer service and relationship management skills
• Attention to detail and accuracy
• Problem-solving and critical-thinking abilities
• Ability to multitask and work under pressure
• Proactive and self-motivated approach to work
• Strong coordination and stakeholder management skills
• Team collaboration and interpersonal skills
• High level of professionalism, integrity, and confidentiality
• Strong knowledge of Microsoft Office and digital communication tools
• Basic knowledge of social media management and content coordination
• Familiarity with CRM systems and customer engagement tools
• Vendor coordination and procurement skills
• Basic understanding of budgeting and expense management