Customer Service & Operations Coordinator

Customer Service & Operations Coordinator Location: Helsinki, Sörnäinen Working hours: Full-time, Monday–Friday, primarily 9:30–17:30 Working model: Regular office presence Employment: Permanent, full-time Start date: As soon as a suitable candidate is found Salary: €2,900–€3,050/month, depending on relevant experience About WeHost WeHost Oy is a full-service partner for apartment owners and guests in the Helsinki Metropolitan Area. We manage approximately 150 high-quality furnished rental apartments and take care of their day-to-day operations, from customer service and apartment maintenance to invoicing and owner communication. Our team consists of a small office team as well as housekeeping, maintenance and apartment inspection professionals. We are now looking for a Customer Service & Operations Coordinator to join our office team and play an important role in ensuring that our apartments, customers and daily operations are well looked after. About the Role As our Customer Service & Operations Coordinator, you will be responsible for a varied range of customer service and operational tasks related to our furnished rental apartments. Your working days will be diverse. You may be helping a tenant with a practical question, coordinating a maintenance visit, preparing an invoice, handling a security deposit matter or responding to an unexpected situation at an apartment. This is not a traditional customer service role focused only on answering messages. You will take ownership of cases, coordinate the people involved and ensure that each matter is properly documented and brought to a conclusion. The role is part of our office-hours customer service team. Evening and weekend customer service is handled by an external partner. Your Key Responsibilities Customer Service and Case Management Responding to tenants and other customers by phone, text message, WhatsApp and email Handling tenants’ day-to-day questions and practical matters Managing communication between tenants, apartment owners and other parties Investigating cases and ensuring that agreed actions are completed Making and documenting standard compensation decisions according to company guidelines Handling sensitive or challenging situations calmly and professionally Maintenance Coordination Receiving, assessing and prioritising maintenance reports Determining whether responsibility belongs to the housing company, apartment owner, tenant or another party Coordinating work between contractors, our in-house maintenance professional and housing companies Requesting quotations and presenting them to apartment owners for approval Placing maintenance orders and following their progress through to completion Recording costs, decisions and relevant information accurately Security Deposits, Damage Claims and Invoicing Processing standard security deposit cases Preparing damage calculations and clear written justifications Communicating and negotiating with tenants regarding damage claims Preparing rent, additional service and damage compensation invoices Recording owner deductions and settlement entries Ensuring that financial information is documented accurately Documentation and Systems Accurate documentation is a central part of this role. You will work across several digital systems used for customer service, maintenance coordination, invoicing, task management and internal communication. Previous experience with our specific systems is not required. We will provide training, but you should be comfortable learning new tools and working across several platforms as part of your daily work. What We Are Looking For The most important quality for succeeding in this role is excellent organisation and documentation. You will regularly manage several ongoing cases at the same time, and important information must be recorded accurately. We hope you have: Fluency in both Finnish and English, written and spoken Previous experience in demanding customer service, complaints handling, operational coordination or a similar role Strong organisational skills and attention to detail The ability to prioritise tasks and manage several ongoing matters simultaneously A proactive working style and willingness to take ownership of cases Clear and professional written communication skills Confidence in handling difficult conversations and negotiating when necessary The ability to remain calm when plans change or unexpected situations arise Genuine empathy and the ability to understand different perspectives while following agreed policies Good general digital skills and the ability to learn new systems Experience with invoicing, financial administration, property management, furnished rentals, hospitality, insurance claims or project management systems is considered an advantage. Who This Role Could Suit You may currently work in customer service, hospitality, property management, insurance, administration or another coordination-focused position and be ready to take on broader responsibility. You enjoy solving practical problems and bringing unfinished matters to a conclusion. You communicate clearly, keep careful records and do not lose track of details when several things happen at once. You are comfortable making decisions within agreed guidelines, but you also know when to ask for support. You can be understanding toward customers without avoiding difficult conversations or compromising company policies. What We Offer A monthly salary of €2,900–€3,050, depending on relevant experience A responsible and varied role in a small team A thorough onboarding process and support from experienced colleagues The opportunity to develop your expertise in customer service, property operations and financial processes A hybrid working model after onboarding An office in Sörnäinen with good public transport connections HSL monthly AB ticket Epassi Sports & Culture benefit Work phone and laptop Regular weekday working hours, with evening and weekend coverage handled externally Interested? Please send us your CV and a short application explaining why this role interests you and how your previous experience would help you succeed in it. Applications will be reviewed during the application period, and the position will be filled as soon as a suitable candidate is found. For additional information about the role, please contact: Martti Jakonen +358 44 901 0242 [email protected]