Product Operations

About the Role

Real Property Matters is seeking an experienced Operations & Client Services Coordinator to join our Philippines-based remote team. This is a key position within our business, providing operational and administrative support while communicating directly with our Australian clients, property managers and business partners.

The role includes coordinating property inspections, managing client information,

supporting our Quantity Surveying Team, supervising inspection

coordination and ensuring jobs continue to move efficiently through our

workflow.

IMPORTANT – THIS IS A PHONE-BASED CLIENT ROLE

A major part of this position involves speaking directly with Australian clients every day.

We are looking for someone who is outstanding on the phone, confident, articulate, personable and able to build rapport naturally with Australian clients.

You must have recent and proven experience speaking directly with Australian customers or clients in a professional environment.

You need to be comfortable making and receiving calls, following up

clients, answering questions, obtaining information and professionally

managing conversations without relying heavily on scripts.

If you do not have strong, recent and demonstrable experience

communicating with Australian clients by phone, this role is not for

you.

This is a fully remote position requiring a professional home office environment. You will need to be self-disciplined, proactive and capable of working independently while

maintaining close communication with our Australian and Philippines-based teams.

Day-to-Day Responsibilities

Your responsibilities will include:

• Speaking directly with Australian clients, property managers and business partners by phone and email
• Supervising staff who coordinate property inspections and providing assistance where required
• Coordinating property inspections and resolving access or booking issues
• Following up clients and property managers to obtain information required to complete reports
• Logging and managing the distribution of sales leads within our workflow system
• Coordinating with our Quantity Surveying Team to ensure reports are completed accurately and on time
• Managing information and documentation supplied by clients
• Answering client questions and providing professional assistance throughout the process
• Following up outstanding invoices
• Managing and updating the company database
• Answering incoming telephone calls and directing enquiries
• Responding to client emails and requests promptly and professionally
• Monitoring jobs and following up outstanding matters to keep work progressing
• Providing general operational and administrative support to our Quantity Surveying and Sales Teams

About You

We are looking for someone who can hit the ground running and confidently represent our business when speaking with Australian clients. Being excellent on the phone is not simply one part of this position it is one of the most important requirements of the role.

You should sound confident and natural, listen carefully, communicate clearly and be capable of quickly establishing rapport and trust.

We are particularly interested in candidates who are currently working, or have recently worked, in a role involving regular telephone communication with Australian clients.

Essential Skills & Experience

• Recent and proven experience speaking directly with Australian clients by phone
• Outstanding spoken and written English
• Strong understanding of Australian communication style, terminology and workplace culture
• Confident, warm and professional telephone manner
• Ability to build rapport naturally rather than simply reading from a script
• Comfortable making calls and following up clients
• Strong listening skills and ability to comfortably understand Australian accents
• Excellent customer service skills
• Strong administration and organisational ability
• High attention to detail
• Ability to manage multiple jobs, priorities and deadlines
• Computer literacy, including Microsoft Word and Excel
• Proactive, punctual and reliable work ethic
• Ability to work independently with strong self-discipline
• Previous experience in customer service, administration, operations or sales support

Home Office Requirements

As this is a remote position, you must have a professional home working environment, including:

• Quiet and distraction-free workspace
• Reliable high-speed internet connection
• Good-quality headset and microphone suitable for professional client calls
• Backup internet connection preferred
• Backup power supply such as a UPS or generator strongly preferred

What’s in It for You?

• Join a well-established Australian business operating since 2007
• Become part of a supportive Australian and Philippines-based team
• A varied position combining client service, operations and administration
• Opportunity to take on greater responsibility as you develop within the business
• Work directly with Australian clients and property professionals
• Play an important role in improving client satisfaction and operational performance
• Be part of a growing business where initiative and strong performance are recognised
• Work within a company that values integrity, respect and professional excellence

About Real Property Matters

Real Property Matters is an Australian Quantity Surveying firm with representatives across Australia. Our core business is preparing Tax Depreciation Schedules for property investors. Since our establishment in 2007, we have built a strong reputation for quality, professional service and helping Australian property investors maximise their available tax

depreciation deductions.

We are now seeking an experienced Operations & Client Services Coordinator to join our Philippines-based remote team and support our continued growth.

Before You Apply

Please consider the telephone requirement carefully before applying.

We are specifically looking for someone with recent, proven experience speaking with Australian clients.

If most of your experience has been back-office administration, data entry, email support or non-voice work, this position is unlikely to be suitable.

If, however, you are exceptional on the phone with Australian clients, enjoy speaking with people, can build rapport naturally and also have excellent administration and organisational skills, we would love to hear from you.