Customer Success Agent - LATAM

RRS Group is seeking a proactive and detail-oriented Customer Success Agent to support residents by managing inquiries and resolving issues through our resident portal, chat, and email channels. This role is essential in delivering a seamless resident experience by addressing maintenance requests, billing concerns, and general apartment-related issues efficiently and professionally.

Key Responsibilities

• Provide resident support via chat and email, ensuring timely and professional responses
• Serve as the primary point of contact through the resident portal
• Receive, log, and manage maintenance requests, coordinating with internal teams for resolution
• Handle resident issues related to apartments, including complaints and service inquiries
• Address and resolve billing-related concerns with accuracy and clarity
• Document all interactions and cases within CRM systems
• Utilize SAP and internal tools to track, update, and manage service requests
• Follow up with residents to ensure full resolution and satisfaction
• Escalate complex issues to the appropriate departments when necessary
• Maintain high standards of response time, quality, and customer satisfaction

What Success Looks Like

• Fast, accurate, and professional responses across chat and email
• High resident satisfaction and issue resolution rates
• Efficient use of SAP and CRM systems
• Strong attention to detail in communication and case management