Tenants Relations Officer

The Tenant Relations Officer is responsible for managing tenant relationships, supporting leasing activities, and ensuring a seamless tenant experience throughout the leasing lifecycle.

The role serves as a key liaison between tenants, internal teams, maintenance personnel, contractors, and other service providers. The position oversees tenant coordination, lease documentation, property viewings, collections follow-up, unit readiness, maintenance coordination, and resolution of tenant concerns while ensuring that property standards and operational requirements are consistently maintained.

Responsibilities:

1. Tenant & Internal Coordination

• Serve as the primary point of contact between tenants and internal teams, including Finance, Property Management, Maintenance, and other service providers.
• Coordinate tenant requests, move-in and move-out requirements, unit readiness, and other operational concerns.
• Ensure timely communication, follow-up, and resolution of tenant concerns.
• Coordinate with relevant teams and service providers to ensure tenant requests are addressed efficiently.
• Maintain professional and responsive communication with tenants and internal stakeholders.

2. Leasing & Contract Management

• Prepare, review, and process lease agreements and related documentation for move-ins, renewals, and move-outs.
• Explain lease terms, property policies, payment structures, and other relevant requirements to tenants.
• Ensure completeness, accuracy, and proper execution of leasing and tenant documentation.
• Monitor upcoming lease expirations and proactively coordinate contract renewal activities.
• Prepare and process renewal documents within the required timeline prior to lease expiry.
• Maintain accurate and organized records of contracts, tenant documents, and leasing transactions.

3. Property Tours & Oculars

• Assist and accompany prospective tenants during property viewings and oculars.
• Present property features, amenities, unit specifications, policies, and value propositions effectively.
• Understand prospective tenants' requirements and provide accurate information to support leasing decisions.
• Respond to inquiries and coordinate appropriate follow-ups with prospective tenants.
• Support corporate client visits, property tours, and other leasing-related activities.

4. Tenant Management & Collections

• Manage day-to-day tenant relationships and promote a positive tenant experience.
• Communicate with tenants regarding billing, payments, lease requirements, and other concerns.
• Send rental billing statements, payment reminders, and delinquency notices in a timely manner.
• Assist in rent collection and coordinate with Finance regarding payment status and outstanding balances.
• Monitor tenant accounts and follow up on overdue payments in accordance with established policies.
• Coordinate with Property Management regarding utility service suspension for overdue accounts, when applicable.
• Facilitate timely reinstatement of services once outstanding payments have been settled.
• Address tenant concerns, complaints, and requests professionally and ensure proper follow-through.
• Conduct periodic tenant check-ins to identify concerns, support retention, and improve tenant satisfaction.

5. Facilities & Maintenance Coordination

• Schedule and monitor regular pest control services to maintain a clean, safe, and well-maintained environment.
• Track preventive maintenance requirements for long-term occupied units.
• Monitor recurring unit concerns, including leaks, wear-and-tear, equipment issues, and other maintenance requirements.
• Coordinate with the Operations Team Lead, maintenance personnel, and contractors to facilitate timely repairs and replacements.
• Monitor maintenance requests and follow up to ensure completion within established timelines.
• Escalate critical maintenance and emergency concerns to the appropriate personnel.
• Support unit turnover inspections and ensure units meet required standards prior to tenant move-in.

6. Administrative & Reporting

• Prepare regular reports covering inquiries, occupancy, tenant concerns, maintenance activities, collections, contract renewals, and other relevant operational activities.
• Maintain complete, accurate, and up-to-date tenant records, contracts, communications, and transaction documents.
• Maintain leasing and tenant databases, trackers, and other operational records.
• Ensure timely and accurate updating of leasing and tenant information.
• Perform general administrative duties to support leasing and property operations.
• Perform other duties and ad hoc tasks as assigned by management.

Requirements:

• Bachelor's degree in Business Administration, Hospitality Management, Property Management, Real Estate Management, Communications, or a related field.
• At least 1 year of experience in customer service, tenant relations, property management, hospitality, leasing, or a similar role is preferred.
• Fresh graduates with strong customer service, communication, and interpersonal skills are encouraged to apply.
• Excellent verbal and written communication skills.
• Strong interpersonal, customer service, and conflict resolution skills.
• Proficient in Microsoft Office applications and Google Workspace.
• Experience with property management systems or CRM platforms is an advantage.
• Highly organized with strong attention to detail and time management skills.
• Ability to manage multiple tenant concerns, transactions, and operational requirements simultaneously.
• Able to maintain professionalism, discretion, and confidentiality when handling tenant and company information.
• Willing to work flexible hours, including weekends and holidays, based on operational requirements.