Property Management Assistant – Tenant Support at iRooms and Houses

Rooms & Houses is a Netherlands-based real estate and property management company. We manage rental properties and support tenants, landlords and property owners throughout the tenancy process.

We are expanding our operational team and are looking for a reliable and highly organised Property Management Assistant to support our tenant relations and day-to-day property management administration.

This is a fully remote, long-term position.

Responsibilities


Manage and respond to tenant enquiries through our support inbox.
Respond professionally and promptly to routine tenant questions.
Receive, record and follow up on maintenance reports.
Request photographs, videos and additional information from tenants where necessary.
Coordinate maintenance appointments between tenants and contractors.
Follow up on outstanding maintenance issues until completion.
Assist with routine payment, utility and tenancy-related enquiries.
Schedule inspections, maintenance visits and other appointments.
Collect and organise tenant documents and information.
Maintain accurate records of tenant enquiries and ongoing cases.
Update the company CRM and administrative systems.
Monitor unresolved matters and ensure appropriate follow-up.
Escalate urgent, sensitive, legal, financial or contractual matters to management.
Assist with other property-management administrative duties when required.
Assess tenant enquiries in line with Dutch tenancy rules and the respective responsibilities of landlords and tenants.
Identify whether reported maintenance or tenancy issues fall under the landlord's responsibility, the tenant's responsibility, or require further management review.
Explain routine rights, responsibilities and procedures to tenants in clear and professional language.
Recognise issues that may have legal, contractual or compliance implications and escalate them to management.
Maintain accurate records of decisions, communications and actions taken.
Work from company-approved policies, tenancy agreements, procedures and legal guidance rather than making unsupported legal interpretations.


Requirements


Minimum of 1 year of experience in administration, customer service, virtual assistance, property management, real estate or a related role.
Excellent written and spoken English.
Strong professional email communication skills.
Good organisational and time-management skills.
Strong attention to detail.
Ability to manage several enquiries and follow-up tasks simultaneously.
Ability to communicate calmly and professionally with tenants.
Comfortable working independently and following procedures.
Good computer skills and experience using email, calendars and online business systems.
Stable internet connection and reliable computer.
Ability to handle confidential information responsibly.
Previous real estate, property management, hospitality or maintenance coordination experience is an advantage.
Understanding of landlord and tenant responsibilities is strongly preferred.
Knowledge of Dutch rental/property law or experience supporting a Netherlands-based property management or real estate company is a significant advantage.
Ability to read and understand tenancy agreements, policies and property-management procedures.
Good judgement in distinguishing between routine administrative matters and issues requiring management or professional legal review.
Willingness to learn and stay familiar with relevant Dutch tenancy rules and company procedures.


Working Arrangement


Fully remote.
Long-term position.
Applicants must be able to work hours that overlap with normal Netherlands business hours.
Training, procedures and company guidelines will be provided.


Who We Are Looking For

We are looking for someone who takes ownership of tasks rather than simply forwarding every issue to management.

The successful candidate should be able to understand an enquiry, gather the necessary information, take appropriate administrative action, follow up until the matter is resolved and recognise when an issue needs to be escalated.

The ideal candidate is professional, dependable, organised, proactive and comfortable communicating with tenants on behalf of the company.

Recruitment Process

Shortlisted applicants may be required to complete a short written assessment involving realistic tenant-support scenarios before proceeding to an interview.