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Property Management 

Expertise

  • Call Answering Service
  • Customer Problem Resolution Calls
  • Overflow and Out of Hours Service
  • Lettings Receptionist
  • 24 hour assistance

Our experience in Property Management

Since our establishment, we have been working with many property management agencies. Our Contact Centre Operations provides both the Public and Private sector rental lettings. Our team are experienced in managing the many areas associated with property management including leaks, electricity, alarms and other adverse events. In turn, this mean ongoing contact with engineers in each relevant area. The services we carry out on behalf of our property management businesses often involves escalation to the relevant party.

Our Client Case Study 

Since 2001, we have been working on behalf of this client. Arema Connect have been providing this client with call answering services including Overflow and Holiday cover, Receptionist services and adverse event support. This provides the client with an extremely cost effective solution, as it greatly reduces training and recruitment costs.

Our contact centre services for this client

Our team of multi skilled agents answer each call in the clients name and handle each call as per our clients instructions (urgent & non urgent).Our front line team will liaise with the resident and keep them up to date on what action was taken.Every aspect of the journey is emailed to head office with follow up recommendations.We provide the client with:

Lettings Receptionist Services

Arema Connect answers all calls in the clients name and we take the necessary details needed. The client is made aware of all calls and emails as requested. The client’s Property Management Team has real time access to their calls through our secure online portal.

Effective and efficient Escalation procedures
Our team keep in constant contact with our client. Each week we get a list of the appropriate engineers on call allowing for effective and efficient escalation procedures to be put in place. When a customer contacts us regarding any problems we can contact the correct person(s) to rectify this.
Holiday Cover
Arema Connect ramp up to provide our client with holiday cover. This is extremely beneficial for the client as it avoids the necessity to hire temporary staff. In turn, this greatly reduces training and recruitment costs.
24 by 7 Customer Support
Our agents will take the necessary steps required when a contractor such as a plumber or locksmith is needed, day or night. This proves to be a vital service for the client in the event of any adverse events after hours.

Case Study Results

Our property management team are proficient in assisting with some of the biggest tenant and property management agencies in the Country. Due to the nature and seasonality associated with the Sector, we have the scalability and overflow provisions available to our client. We assist with general and complex issues – and process them according withing our CRM system. Ensuring accuracy, all instance logging is done so initially while on call. In this manner, our skilled agents are proficient in several areas relating to our clients needs, from: engineering, electrical, pluming and emergencies to urgent scenarios. Since our foundation, we have established a long-term relationship with our client, we initially facilitated an after hours line, since then we have grown and leveraged many of their non core activities to our Contact Centre.

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Inbound Calls

Areas of interest:

Market Research

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