Customer Service Officer
Handle tenant and owner enquiries across the portfolio — the first voice they hear, backed by accurate records.
Leasing & Sales
Manage listings, applications and sales support.
Property Management
Administer tenancies and portfolio records.
Maintenance
Coordinate repair requests and contractor scheduling.
Trust Accounting
Prepare rent processing and trust account records.
Marketing & Customer Service (Customer service)
Handle tenant/owner communication and portfolio marketing.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and calmer tenants and owners — because most queries get answered on the first call using accurate portfolio data.
What this role owns day to day
Core responsibilities
- Answer inbound tenant and owner enquiries
- Provide accurate updates using portfolio systems
- Resolve simple queries directly; escalate complex cases cleanly
- Log all interactions accurately in the CRM
Works inside
Reported on weekly
| First response | Speed of initial reply |
| Resolution time | Time to resolve enquiries |
| CSAT | Tenant/owner satisfaction |
| Follow-up completion | Agreed follow-ups completed on time |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around inspection days and open-home weekends.
Early-start or late-finish shifts, by agreement
Weekend coverage
Dedicated coverage for weekend enquiries and urgent maintenance triage.
Rostered weekend coverage, by agreement
What "no that's not my job" looks like in practice: an enquiry spans maintenance, rent and a lease question all at once — it still gets a complete answer instead of being passed between people.
What stays with your authorised staff
Uses approved scripts and authority limits; lease negotiation and binding commitments remain with authorised staff.
The market backdrop for customer service hires
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
job vacancies were recorded across Australia in May 2026 — 293,800 of them in the private sector.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, wherever a portfolio needs managing
Strip away the property-specific platforms and this role is a recognisable shape: manage a portfolio of cases, keep records current, and communicate proactively.
Doing this in-house with stretched staff, or paying a third party
- Tenant/owner queries compete with other priorities
- Response times slip during busy periods
- Interaction records are inconsistent
A dedicated customer service officer, outsourced to us
- One resource whose only job is portfolio enquiries
- Reports to your own office manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Recruitment & Staffing
Candidate care and status communication is this same role under a different title.
ATS/CRMDigital Marketing & Agencies
Listing marketing production mirrors campaign and content production closely.
Design tools · CMSFinancial Services & Insurance
Policyholder communication shares the same regular-update cadence.
CRMRetail & E-commerce
Customer service on orders and accounts follows an identical first-response discipline.
Helpdesk · CRMNo guessing what this role worked on. Full sample report on the Real Estate page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Customer Service Officer
Ready to add this role to your team?
Tell us your enquiry volumes and current CRM — we'll shortlist candidates against your actual task list.