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.