Customer Care Agent

Job Title: Customer Care Agent

Location: Hybrid (Stellenbosch, Western Cape, South Africa) requires office attendance 

Department: Customer Care

Company Overview
Urang Property Management Limited is a London-based property management company overseeing more than 10,000 residential units across London and surrounding areas.

To support our growing portfolio, we have built a strong in-house customer support team, including customer care specialists. Most of our support staff are based in South Africa, working through Block Management Solutions. We also maintain a co-working space in Stellenbosch, which is available for occasional team meetings.

About the Role
We are looking for a Customer Care Agent to join our growing Customer Care Team. The role focuses on delivering exceptional service to residents by handling queries, resolving issues efficiently, and ensuring a consistently high level of customer satisfaction.

Key Responsibilities

• Answer incoming calls and web messages from residents
• Log and manage issues in the CRM or ticketing system and escalate where necessary
• Provide accurate information on service charges, maintenance, and property-related queries
• Follow scripts and resolution guidelines for common enquiries
• Ensure timely, professional responses across all communication channels

What We’re Looking For

• 3+ years’ experience in a customer service role
• Strong communication and active listening skills
• Comfortable using CRM and ticketing systems
• Ability to manage high call volumes in a fast-paced environment
• Experience in property management or maintenance support is an advantage

Salary & Benefits

• Salary: ZAR 15,000 – 20,000 per month (depending on experience)
• Permanent, full-time hybrid role
• Working hours: Monday to Friday, aligned to UK business hours (9am–6pm London time)

Additional Information

• This role requires 3–4 days in the office initially to support onboarding and training
• Once fully trained, office attendance may reduce to 2 days per week depending on operational needs
• Candidates must be based in the Western Cape, South Africa
• A stable internet connection is essential, including during load-shedding periods
• Candidates who progress beyond interview will complete a skills-based assessment

Why Join Us

• Full training and onboarding support provided
• Opportunity to work in a fast-growing and dynamic industry
• Supportive and collaborative team environment
• Valuable experience in property management customer service
  

A stable internet connection is essential, particularly during load shedding. This position supports Urang Property Management's commitment to Employment Equity. In accordance with the Employment Equity Act, preference will be given to suitably qualified South African citizens from designated groups. Candidates must have legal authorization to work in South Africa. The company reserves the right not to make an appointment.