Leevin Group

Customer Support

• Serve as the community point of contact between residents and the Customer Experience team
• Ensure responses are provided within the SLA
• Reinforce House Rules and the License Agreement in an educational and constructive manner
• Guide residents through maintenance, cleaning, replacement, notice, and other processes
• Monitor conflicts and take preventive action
• Identify recurring complaint patterns
• Keep records organized in Freshdesk and direct messages (DMs)
• Work closely with Property Management, Sales, and Collections
• Provide direct support to resident community management
• Strengthen the customer experience across the properties

Customer Experience

Sales

• Prospect for new customers through social media, online communities, referrals, networking, and other channels
• Manage leads by providing assistance, conducting follow-ups, and tracking opportunities through to conversion
• Understand customers’ needs and present suitable accommodation options
• Guide customers through the entire booking process, from initial contact to confirmation
• Identify and overcome objections, using negotiation techniques to maximize conversions
• Keep the CRM and sales pipeline up to date by recording leads, contacts, opportunities, and sales
• Identify opportunities for new bookings, extensions, referrals, and customer retention
• Collaborate with the Sales and Marketing teams, sharing relevant information and feedback
• Achieve individual sales and conversion targets

Customer Experience

Virtual Sales Agent