Client Relationship Manager

PayProp and Reapit – Who are we?

PayProp, a Reapit company, offers a tech platform for letting agents that lets them automate every part of the rental transaction. PayProp is easier to use and more powerful than solutions by banks and traditional software vendors.

We’re a seasoned team of professionals with expertise in property, banking, finance, risk management and technology, as well as building and managing highly secure cloud-based Web applications.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you’ll be doing

Reporting to CRM Team Lead: Support, you will:

• Join a dynamic Client Services team supporting a growing customer base across the property industry.

• Develop and maintain specialist expertise in payments processing and rental industry operations.

• Taking ownership of complex client queries, investigating issues, and driving resolutions through to completion

• Delivering exceptional support through multiple channels, including phone and email ticketing systems

• Providing specialist guidance on banking, payment processing, reconciliations, and related platform functionality

• Building strong client relationships by delivering accurate, and customer-focused support

• Occasionally assisting team members with additional tasks as needed to maintain operational efficiency within the company

Who we’re looking for

At PayProp, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the following skills and attributes may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

Required skills and expertise:

• 4–6 years' experience in a client support, banking, payments, financial services, or related environment

• Matric / Grade 12 or equivalent

• Excellent verbal and written communication skills, with the ability to communicate clearly and confidently with a wide range of stakeholders

• Strong influencing, problem-solving, and relationship-building skills

• Experience working in a fast-paced environment

• Ability to work autonomously, take ownership, and drive issues through to resolution

• Positive, professional, and customer-focused approach

• Strong attention to detail and a commitment to delivering high-quality work

• Demonstrates accountability and a sense of responsibility

• A proactive attitude towards continuous learning and professional development

• High level of computer literacy, including Microsoft Office Suite

• Reliable transportation and a valid driver's licence

• Must reside in Cape Town or the surrounding area, as this is a Stellenbosch office-based position

Advantageous:

• Experience in the proptech, fintech, banking, or payments industry

• Experience using HubSpot, Freshdesk, Telviva, or similar customer support platforms

• Experience supporting complex client-facing systems and processes

We will train you to become an expert in client money platforms.

What your impact and success looks like

Within 1 month:

• Develop a strong understanding of the PayProp platform, client money ecosystem, and core payment processes

• Gain proficiency in key Client Services procedures

• Become proficient in internal systems, including Freshdesk and supporting operational tools

• Build an understanding of PayProp's client base, products, services, and support standards

• Begin independently managing tier-1 client queries and support tickets with guidance from the team

Within 3 months:

• Demonstrate advanced knowledge of platform functionality

• Confidently manage complex client queries and investigations from initiation through to resolution

• Develop advanced knowledge of Client Services procedures and best practices

• Demonstrate proficiency in Freshdesk and Telviva and consistently deliver a high standard of client communication and support

Within 6 months:

• Achieve subject matter expert status in the PayProp platform and payment processing environment

• Act as a trusted advisor to clients, providing specialist guidance on platform functionality, banking, payments, and reconciliations

• Demonstrate deep expertise in Client Services procedures and support processes

• Drive continuous improvement by staying current with platform enhancements, industry developments, and best practices while contributing to training and knowledge initiatives

What’s in it for you?

We operate a flexible working policy and would like you to work from our offices 5 days a week during peak processing times (2 weeks of the month). During quieter periods, we ask that you work from the office 3 days a week (Wednesdays, Thursdays, and Fridays).

This opening is your chance to really make an impact at PayProp, and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, once the probation period has been successfully completed.

Don’t tick all the boxes? Neither do we

We care about our society and want our industry to become a more inclusive and diverse place to work. Experience and a perfect fit for the role are not our only hiring considerations. We’re just as keen on candidates that share our values and have the right attitudes and behaviours for success.

Bottom line: we are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

You will find it a very welcoming, comfortable place. We offer a supportive, empowering environment where everyone is appreciated and respected. We welcome new ideas, thinking and approaches, and we listen to our employees.