Front Office & Tenant Services Assistant (Real Estate)

Job Description/Requirements

1. Tenant Payment Processing & Data Accuracy

Accurately receive, verify, and physically stamp receipts for tenant payments made through Mpesa, Equity Bank, and Co-operative Bank.

Enter payment data & water meter readings into the Rental Management System (RMS) and flag discrepancies or unidentified payments.

Conduct daily reconciliation of front office transactions against bank feeds and submit daily summaries to the Accounts & Reporting Officer.

Ensure all physical and digital receipts are well filed and accessible for audit purposes.

Ensure accurate sticky note date of payments & internal ticket resolutions.

2. Front Office & Customer Service Management

Serve as the first point of contact for walk-in clients, tenants, and visitors, ensuring a professional and welcoming experience.

Answer phone calls, respond to WhatsApp messages, and manage customer queries related to tenancy, payments, and property services.

Maintain a clean and organized reception and customer service desk.

Take minutes & agendas during briefs and preparation of typed minutes to be submitted COB.

3. Tenant Onboarding & Due Diligence

Guide prospective tenants on available houses, rent terms, and application processes.

Collect and verify onboarding documentation for new tenants from newly acquired properties or walk-ins.

Conduct basic due diligence (ID, referrals, and status validation) for new tenants before processing.

4. Maintenance & Service Request Management

Record maintenance and service requests from tenants, landlords, field agents, and estate staff into the tracking system/ respective recording book.

Assign follow-ups to the appropriate internal team and provide regular updates to tenants on the progress of requests.

Ensure all service request records are closed within the expected timelines and logged in the system.

5. Debt Follow-Up Support & System Hygiene

Support arrears recovery by following up on flagged tenants, reconciling payments, and reminding tenants of overdue balances.

Flag and clean up duplicate or inconsistent tenant records, tagging them for review by the Property Coordinator or Property Lead.

Maintain updated tenant status records, closed account logs, and payment tickets.

6. Administrative & Office Support

Assist in preparation and dispatch of communication materials, payment notices, or onboarding kits.

Support filing, photocopying, and physical records digitization under the guidance of the Office Assistant or Accounts & Reporting Officer.

Ensure daily checklists for front office operations are completed and signed off.

Ensure that all bank statements are well filed and easily accessible.

Any other duty as assigned.

7. Reporting & Documentation Compliance

Prepare and submit daily receipts reconciliation reports to the Accounts & Reporting Officer, ensuring accuracy across Mpesa, Equity Bank, and Co-op Bank transactions.

Maintain updated and well-organized front office transaction records, including stamped receipts, water meter readings, and payment confirmations, both digitally and in physical files.

Log and report unidentified or disputed payments within 24–48 hours and follow up until resolved.

Update the Rental Management System (RMS) with accurate tenant activity data, including payment status, onboarding progress, service request closures, and contact updates.

Submit minutes of daily briefs and meetings by close of business (COB), ensuring action items are clearly captured and filed.

Track and escalate any system hygiene issues such as duplicate accounts, missing payment references, or data entry anomalies.

Provide ad hoc reports on front office trends, walk-in traffic, service issues, or tenant complaints as requested by the Accounts & Reporting Officer or Property Lead.

Industries:Professional Training & Coaching

Function: Admin and Back office