Remote Operations & Client Coordinator
Location: South Africa – Remote
Pay: R150–R175 per hour, depending on experience
Schedule: 5 days per week, UK business hours
Sunday Working: Occasional Sundays during busy periods, with an alternative weekday off
Job Type: Long-term remote position
About the Role
We are a growing UK-based cleaning, hospitality and short-term rental company looking for an experienced Remote Operations & Client Coordinator based in South Africa.
This is not a basic Virtual Assistant or data-entry position.
We need someone with an operations manager mindset who is highly organised, commercially aware and capable of taking ownership.
You will be responsible for helping coordinate the day-to-day running of the business, including client WhatsApp communication, new enquiries, bookings, cleaning schedules, staff coordination, recruitment and general operations.
This is a fast-paced role. You must be comfortable making decisions, solving problems and following tasks through to completion without needing constant supervision.
Key ResponsibilitiesClient WhatsApp & New Enquiries
You will be responsible for helping manage our company WhatsApp during your shift.
This includes:
- Responding promptly and professionally to existing clients.
- Responding to new customer enquiries.
- Gathering the information required to prepare quotations.
- Sending approved pricing and service information.
- Following up on quotations and potential customers.
- Answering questions about our services.
- Helping convert suitable enquiries into bookings.
- Responding to additional cleaning/service requests.
- Managing straightforward booking amendments.
- Following up when information is outstanding.
- Keeping clients updated regarding operational matters.
- Escalating complaints or sensitive matters appropriately.
- Ensuring important messages are never forgotten or left unanswered.
We expect you to take ownership of enquiries, not simply acknowledge messages and wait for someone else to deal with them.
Bookings & Scheduling
- Manage cleaning bookings and property schedules.
- Add new bookings and changeovers accurately.
- Check upcoming arrivals and departures.
- Allocate cleaning teams.
- Check that adequate staff coverage is available.
- Identify scheduling conflicts.
- Arrange replacement cover where necessary.
- Action client booking changes.
- Ensure special client requests are added to schedules.
- Check and prepare the following day's operations.
- Follow up on incomplete or outstanding jobs.
Staff Coordination
- Communicate schedules and instructions to cleaning teams.
- Monitor attendance and availability.
- Follow up on late or absent staff.
- Arrange replacement staff where required.
- Ensure cleaners have the correct property information.
- Follow up on job completion and required property photos.
- Coordinate linen, cleaning products and equipment requests.
- Escalate performance and quality concerns.
Recruitment & Staff Administration
- Manage recruitment adverts and applications.
- Review and shortlist applicants.
- Contact suitable candidates.
- Arrange interviews and trial shifts.
- Follow up with applicants.
- Assist with onboarding.
- Maintain recruitment records.
- Monitor outstanding training and documentation.
General Operations
- Maintain operational trackers and task systems.
- Monitor outstanding actions throughout the day.
- Follow tasks through to completion.
- Keep business systems and records updated.
- Prepare clear end-of-day handovers.
- Identify problems before they affect clients.
- Support management with day-to-day business operations.
What We're Looking For
Previous experience in operations management, operations coordination, hospitality, property management, customer service or a senior Virtual Assistant position is strongly preferred.
You must have:
- Excellent written and spoken English.
- Excellent professional WhatsApp communication.
- Strong customer-service skills.
- Experience communicating directly with clients/customers.
- Excellent organisation and attention to detail.
- Strong problem-solving skills.
- Confidence coordinating staff remotely.
- The ability to prioritise urgent tasks.
- The ability to work independently.
- A proactive approach to work.
- Confidence making sensible day-to-day decisions.
- The ability to manage several priorities simultaneously.
- Strong follow-up skills.
Experience within Airbnb, short-term rentals, cleaning, hospitality, property management, facilities management, reservations or workforce scheduling would be highly advantageous.
Systems
Experience with any of the following is beneficial:
- WhatsApp Business
- Slack
- Google Workspace
- Asana or similar task-management software
- Scheduling/calendar systems
- Xero
- Airbnb
- Booking.com
- Property management software
Training will be provided on our specific processes, but you must be confident learning new systems quickly.
Working Hours
This position is 5 days per week working UK business hours.
The normal working pattern is Monday to Friday.
Due to the nature of hospitality and short-term rental operations, occasional Sunday working will be required during busy periods.
When you work a Sunday, you will receive an alternative weekday off, so you will normally still work five days that week.
Sunday shifts will be scheduled in advance wherever possible.
Remote Working Requirements
You must have:
- Your own reliable laptop/computer.
- Reliable high-speed internet.
- A quiet and professional home-working environment.
- Reliable availability throughout your scheduled shift.
- Backup arrangements for internet/power interruptions where reasonably possible.
This role requires your full attention during scheduled working hours and is not suitable for someone simultaneously working other VA positions during the same hours.
Pay
R150–R175 per hour, depending on experience and capability.
We are willing to pay towards the higher end of the range for someone who can demonstrate strong operations experience and independently manage their responsibilities.
There is potential for further progression as the company grows.
We are looking for someone who wants to build a long-term position within the business.
What Success Looks Like
You take ownership.
We should not repeatedly need to ask:
- Has the client been answered?
- Has the new enquiry been followed up?
- Has the quote been sent?
- Has someone been allocated to the clean?
- Has tomorrow's schedule been checked?
- Has the cleaner been followed up?
- Has the applicant been contacted?
- Has the issue actually been resolved?
You should already know because you have followed the task through to completion.
How to Apply
Please submit your CV and include a short introduction covering:
- Your previous operations experience.
- Your experience communicating directly with customers or clients.
- Any experience managing staff or schedules.
- Any hospitality, Airbnb, cleaning or property-management experience.
- The systems/software you have used.
- Confirmation that you can work UK business hours.
- Confirmation that you can occasionally work Sundays with a weekday off instead.
Application Question
Please answer the following:
It is 10:00 AM. Two cleaners have called in sick. Six properties have guests checking in today. A potential new client is waiting for a quotation. An existing client has sent an urgent WhatsApp message, and another cleaner has reported missing linen. What would you deal with first, and how would you manage the situation?
We want to understand how you personally prioritise, communicate and solve operational problems.
IMPORTANT: Start your application with the words “OPERATIONS FIRST”.
Applications that do not follow this instruction may not be considered.
Pay: R135,00 - R145,00 per hour
Work Location: Remote
