Customer Service Representative

Remote. Full-time. Independent contractor.
About E&O Property Investment
Most of our investors will never stand inside the houses they own.
They mostly live in Singapore and across Asia. Their properties are in Birmingham and Nottingham, Manchester roughly 11,000 kilometres away. What sits between those two facts is us.
E&O helps investors based overseas buy UK buy-to-let property, we then manage their investmentst once the keys change hands. We source the deals, walk the streets, run the numbers and manage the lettings. Our founder, Josh, is on the ground in the UK. Our investor community meets in Singapore.
Our promise is simple. We are the investor's eyes, hands and feet in the UK. That promise is kept or broken in small moments: a tenant's message answered the same day, a landlord told about a repair before they have to ask, an enquiry followed up when we said we would.
That's where you come in.
The role
This isn't a script-reading job. For most of our tenants, landlords and prospective investors, you'll be the first person they hear from, usually on WhatsApp or email. You'll be part of our own team, not an agency pool, working directly with our UK lettings team and under supervision of our lettings manager.
What you'll do
Tenants and properties
Answer tenant enquiries first across our portfolio: reconcile rent, arrange move-ins, check outs and respond to queries
Log maintenance and repair requests, coordinate with our UK team and contractors, and follow each one until it's rectified
Arrange and confirm viewings, inspections and contractor visits with personnel on the ground
Landlords (our investors)
Keep landlords updated on their property investments: tenancy status, cashflow reporting, repairs, rent collection and compliance documentation
Follow up after each issue closes to check they're satisfied
Handle complaints calmly. Fix what you can, leverage use of our specialist property management tools and systems to your advantage. Escalate what you can't, with the facts written up clearly.
Prospective investors
Reply to new enquiries from our ads, website and events
Explain how our process works, share upcoming events and our education programmes, and book calls with our team
Follow up with leads who have gone quiet, on the schedule we agree and set appointments with new prospects
You won't give investment advice. You'll know when to pass a conversation to someone who can.
Systems and records
Update our CRM (GoHighLevel) after every contact. If it isn't in the CRM, it didn't happen.
Ensure property management records are up to date so the whole team are working to one source of truth
Keep up to date on our services, our processes and the UK legislation for the private rental sector and rules we work under
Spot patterns. If five tenants ask the same question, we want to know, continue to develop and evolve FAQs and onboarding instructions
What we're looking for
2+ years in customer service, ideally for UK, Australian or US clients. Experience in property, lettings or real estate is a strong plus.
Excellent written and spoken English. Most of the job is written, so your messages need to be clear, warm and right the first time but be willing to pick up the phone and speak directly with tenants/ contractors/ landlords where necessary
Confident with WhatsApp Business, email and video calls
CRM experience. GoHighLevel is a bonus; HubSpot, Zoho or similar is fine.
Organised enough to keep many conversations open without dropping one
Calm with an upset tenant at the end of a long shift
Good judgement about what you can answer yourself and what needs escalating
Honest when you don't know. "Let me check" beats a guess every time.
Nice to have
Knowledge of UK lettings (tenancy agreements, deposits, inspections)
Experience with property management similar such as Alto, familiar with portals such as Rightmove, Zoopla etc.
Working knowledge of Google Workspace and Canva
Eligibility
Currently living in the Philippines or Indonesia and legally able to work there as an independent contractor
Registered as self-employed for tax (BIR in the Philippines, NPWP in Indonesia), or willing to register before starting
Available to work during core UK business hours (some flexibility will be allowed due to the time zone difference)
A quiet, dedicated workspace, a reliable computer, a noise-cancelling headset, and stable internet of at least 25 Mbps with a backup connection
Willing to sign an NDA and our data protection terms. You'll handle personal data belonging to UK tenants and investors.
Able to start immediately, or near to.
What we offer
Competitive salary
A long-term role in a growing, founder-led business, not a rotating list of clients
Direct access to the people who make decisions
Proper training on UK lettings and our systems
Performance review at 3 and 6 months
How to apply
Apply on LinkedIn with your CV and a cover note of no more than 150 words. Tell us about a time a customer was unhappy and what you did next.
Start your note with the word "Investor Patronum" so we know you read this far.
Shortlisted candidates will do a short written test, then a video call. We'll reply to every applicant within 3 days.

Work arrangement
Yes