Tenant Relations & Renewal Specialist

Tenant Relations & Renewal Specialist

Position Summary

The Tenant Relations & Renewal Specialist will be responsible for contacting tenants and landlords before the contract expires and managing the case from first contact until the final outcome.

The main focus is to increase renewals, identify new rental or sales opportunities, and make sure every client receives proper follow-up.

Key Responsibilities

- Proactively contact tenants and landlords at around 180, 90, 60, and 30 days before contract expiry.

- Manage a high-volume pipeline and complete all assigned outreach within the required timeline.

- Make daily outbound calls through Aircall and follow up immediately through WhatsApp, LINE, or email.

- Continue following up until a clear outcome is confirmed. One unanswered call is not considered completed outreach.

- Push for a clear decision: renew, move to another rental, buy, not renew, or follow up on an agreed date.

- Take ownership of renewal opportunities from the first contact until the renewal is completed.

- Actively support negotiations between tenants and landlords to secure the renewal.

- Coordinate quickly with After Sales on renewal terms, documents, signatures, and PopDeal completion.

- Qualify clients who want to move and immediately hand over complete requirements to the correct rental agent.

- Identify potential buyers, qualify their interest, and immediately assign them to the sales team.

- Follow the full contact sequence for non-responsive clients, using different days, times, and communication channels.

- Keep PopDeal and the tracking sheet updated daily with every attempt, response, outcome, and next action.

- Maintain a clean pipeline with no overdue follow-ups and no cases left without a clear next step.

- Build strong relationships with tenants and landlords while remaining confident, persistent, and results-focused.

- Share client feedback, common objections, and service issues with the Rental and After Sales teams.