Client Care & Pre-Construction Manager (Remote, Full-Time)

Position: Client Care & Pre-Construction Manager
Location: Remote – South Africa
Work Hours: Monday to Friday, 06:00–14:00 SAST, with reasonable additional hours where required
Role Type: Full-Time Remote Subcontractor
Reports To: Operations Manager
Salary: R30,000 per month (non-negotiable)

Position Overview:

We are seeking an organised, proactive and client-focused Client Care & Pre-Construction Manager to support clients throughout their property journey, from the post-investment stage through to construction completion and handover.

This is a varied, fast-paced position combining responsibilities across the Client Care and Pre-Construction teams. The successful candidate will provide additional coverage across both functions, ensuring continuity of service, effective workload management and a seamless client experience.

The role requires someone who naturally takes ownership, communicates confidently and enjoys helping clients and team members succeed. You will work closely with clients, builders, mortgage brokers, solicitors, developers, internal departments and offshore team members to keep projects progressing and resolve potential delays.

Client Care and Communication

• Maintain regular contact with assigned clients throughout the construction process, ensuring that each client is contacted at least fortnightly.
• Provide clients with clear and timely progress updates.
• Address client concerns, provide reassurance and communicate any actions required from them.
• Escalate significant concerns, risks or delays to the Operations Manager.
• Support a smooth and timely handover process once construction is complete.
• Collect and document client feedback throughout the build process.
• Obtain client testimonials and Google reviews.
• Identify service gaps and use client feedback to improve the overall client experience.
• Provide administrative support to the broader Client Care team.

Builder and Stakeholder Coordination

• Assist the administration team in obtaining weekly construction updates from builders across active projects.
• Develop and maintain positive working relationships with builders, developers and other key contacts.
• Follow up promptly regarding outstanding documentation, responses and project updates.
• Liaise with mortgage brokers, solicitors, builders, developers, property managers and other third-party providers.
• Monitor referral progress and maintain effective communication between all stakeholders.
• Proactively identify workflow bottlenecks and address them before they negatively affect clients.

Pre-Construction Client Support

• Engage with clients following their Intention to Invest to maintain motivation and guide them through the next steps.
• Conduct structured client reviews to identify roadblocks and ensure clients remain on track.
• Respond promptly and professionally to client enquiries during the pre-finance and pre-construction stages.
• Complete weekly or fortnightly client check-in calls, depending on the project’s requirements.
• Communicate key changes, delays and required actions clearly to clients and internal teams.

Contract Administration

• Cross-check contracts and supporting documentation against the relevant Property Pack.
• Contact clients when contracts have been issued and explain the signing process where required.
• Monitor contract returns and follow up with clients or stakeholders to secure signatures within the required timeframe.
• Liaise with builders, developers, sales representatives and internal teams to ensure documents are accurate, signed and submitted on time.
• Identify and assist in resolving contract discrepancies, questions or delays.
• Involve the Sales team where additional client objection handling is required.

Finance, Legal and Deposit Coordination

• Liaise with mortgage brokers to obtain finance updates and accurate timelines.
• Coordinate with solicitors regarding contract extensions or legal matters affecting client progress.
• Track outstanding initial deposit payments and send payment instructions where required.
• Work with the Sales and Finance teams to ensure deposits are paid and recorded correctly.
• Ensure receipts and supporting records are saved in Google Drive and distributed to relevant stakeholders.
• Support client communication following finance approval and explain the next steps in the process.

Valuations, Registration and Title Tracking

• Monitor contracts and sales to determine when property valuations are required.
• Liaise with builders and developers to arrange valuation access.
• Provide brokers with the information and contact details required for valuations to proceed.
• Record valuation information accurately within Zoho.
• Monitor anticipated registration dates for estates and projects.
• Obtain regular title updates from developers.
• Communicate registration changes or delays to clients and internal stakeholders.
• Maintain accurate CRM records and internal trackers.

Team Support and Quality Control

• Support and guide offshore administration and Client Care team members.
• Help prioritise tasks, answer questions and assist with builder calls or administrative duties when required.
• Conduct regular quality checks on client communication and file documentation.
• Encourage a collaborative team culture centred on ownership, accountability and service excellence.
• Ensure tasks, correspondence and file updates are accurately recorded in Zoho and other internal systems.
• Monitor adherence to standard operating procedures and assist with updating processes or training documentation.
• Identify opportunities to improve workflows and operational efficiency.
• Collaborate with the Sales, Client Care, Stock, Marketing and Finance teams.
• Move flexibly between Client Care and Pre-Construction responsibilities to assist with absences, urgent client needs and periods of increased workload.
• Assist with data collection for internal meetings and departmental projects.

Qualifications & Experience:

• Previous experience in client care, customer service, operations, administration or client relationship management.
• Experience within property, construction, real estate, mortgage broking or a related industry would be highly advantageous.
• Proven ability to manage multiple clients, stakeholders, projects and competing deadlines.
• Strong administrative skills and exceptional attention to detail.
• Experience coordinating with external stakeholders such as builders, brokers, solicitors, developers or service providers would be beneficial.
• Experience using CRM systems, preferably Zoho or a similar platform.
• Proficiency in Google Workspace and/or Microsoft Office.
• Experience maintaining accurate electronic files, records and project trackers.
• Demonstrated ability to identify process inefficiencies and implement practical improvements.
• Experience supporting, supervising or collaborating with remote or offshore teams would be advantageous.
• Excellent written and verbal English communication skills.
• Ability to communicate professionally and confidently with Australian clients and stakeholders.

Personal Attributes:

• Excellent communication and stakeholder management skills.
• Highly organised, thorough and attentive to detail.
• Proactive and solutions-focused, with the ability to work independently.
• Strong sense of accountability, ownership and follow-through.
• Calm, adaptable and professional when working under pressure.
• Genuinely client-focused and committed to delivering exceptional service.
• Confident providing reassurance and guidance to clients experiencing delays or uncertainty.
• Able to analyse workflows and identify potential bottlenecks before they affect service delivery.
• Comfortable following up persistently and professionally with multiple stakeholders.
• Collaborative and committed to building an accountable, supportive and high-performing team culture.
• Committed to continuous improvement and maintaining high standards.
• Able to move confidently between client communication, administration, stakeholder coordination and operational problem-solving.

R30,000 per month (non-negotiable)