Introduction
The Customer Support Executive role is a vital part of modern organizations, particularly in industries undergoing rapid transformation, such as real estate. As technology continues to reshape the real estate landscape, providing top-notch customer service becomes essential for building trust, loyalty, and satisfaction among clients. This position offers a unique opportunity to merge technical expertise, communication skills, and customer-first thinking in a dynamic and impactful environment.
If you are passionate about helping people, solving problems, and working with cutting-edge tools, this is an excellent opportunity to grow your career while contributing to the success of an innovative organization.
Job Title: Customer Support Executive
Location: India (Remote)
Job Type: Full-Time
Salary Range: ₹700,000 – ₹760,000 annually
Work Mode: Work From Home
About Real
Real is a forward-thinking, tech-driven national real estate brokerage that operates across the U.S., Canada, and the District of Columbia. Since its establishment in 2014, Real has been transforming the residential real estate market by leveraging cutting-edge technology to simplify the home-buying and selling process.
Real isn’t just about technology—it’s about people. Real empowers real estate agents with the tools and opportunities they need to succeed while ensuring customers experience seamless service.
Real's values are rooted in innovation, transparency, and excellence. If you join the team, you’ll become part of a company that is not just redefining real estate but also creating lasting impacts on the lives of agents, buyers, and sellers.
For more information, visit Real's Website.
Job Description
As a Customer Support Executive at Real, you will be an integral part of the Brokerage Operations team. Your primary responsibility will be to ensure smooth communication with customers and real estate agents in the U.S. real estate market. You’ll address inquiries, resolve issues, and contribute to building a positive experience for everyone involved.
Core Responsibilities:
Query Management:
Handle customer inquiries and agent queries via email in a timely and professional manner.
Provide accurate, clear, and actionable responses that address customer needs.
Support Ticket Resolution:
Manage and prioritize support tickets using tools like ZenDesk.
Resolve issues efficiently while meeting KPIs, including response time, customer satisfaction (CSAT), and one-touch resolution rates.
Collaboration:
Work closely with internal teams to ensure consistent and effective communication.
Escalate complex issues when necessary and coordinate with the appropriate departments to ensure resolution.
Adherence to Guidelines:
Follow all company policies, guidelines, and confidentiality protocols to safeguard sensitive information.
Additional Duties:
Take on other responsibilities as assigned to contribute to the overall success of the Brokerage Operations team.
Qualifications
This role requires a blend of skills, knowledge, and a customer-centric mindset.
Required Qualifications:
A Bachelor’s degree in any discipline.
Exceptional verbal and written communication skills.
Strong problem-solving abilities, with a creative approach to resolving customer challenges.
Proficiency in tools such as G-SUITE, MS Office, ZenDesk, Slack, and Zoom.
The ability to handle sensitive and confidential information with discretion.
Excellent organizational skills with the ability to multitask effectively.
Preferred Qualifications:
Prior experience in customer support or related roles is advantageous.
A positive attitude and a willingness to learn and adapt to new technologies and processes.
Work Schedule
Shifts:
Shift 1: 6:30 PM - 3:30 AM IST
Shift 2: 7:30 PM - 4:30 AM IST
This schedule aligns with U.S. business hours to provide seamless support to customers and agents.
Location: Fully remote (Work From Home)
Career Growth Opportunities
The Customer Support Executive role is an excellent entry point into the fast-paced, technology-driven real estate industry. Here’s how this role can shape your career:
Advancement:
Grow into senior customer support or team leadership positions.
Explore roles in operations management, training, or process optimization.
Skill Diversification:
Gain transferable skills in communication, customer service, and problem-solving.
Develop technical expertise in support tools and real estate technology.
Cross-Industry Opportunities:
Transition into related industries, including e-commerce, technology, or financial services, where similar skill sets are in demand.
Industry Trends
The real estate sector is evolving rapidly with the integration of technology. Virtual property tours, AI-driven customer service, and streamlined communication platforms are just a few trends reshaping the industry.
Customer Support Executives are at the forefront of these changes, serving as the bridge between innovative tools and customers’ real-world needs. Staying ahead of these trends will not only enhance your career prospects but also enable you to contribute meaningfully to Real’s mission of redefining real estate.
Tools for Success
To succeed in this role, you’ll need a strong command of several key tools and platforms, including:
ZenDesk: For managing and resolving customer support tickets.
G-SUITE and MS Office: For communication, documentation, and collaboration.
Slack: For seamless team communication.
Zoom: For virtual meetings and training sessions.
If you’re not already proficient in these tools, online courses on platforms like Udemy, Coursera, or LinkedIn Learning can help you build the necessary skills.
Application Process
How to Apply:
Visit Real’s Careers Page or click the “Apply Now” link.
Fill out the application form with accurate and up-to-date information.
Attach your resume and any other required documents.
Submit your application before the deadline.
Tips for Success:
Highlight your communication skills and problem-solving abilities on your resume.
Mention any relevant experience or familiarity with tools like ZenDesk and G-SUITE.
Tailor your application to reflect your understanding of Real’s values and mission.
Frequently Asked Questions
1. What is the salary range for this role?
The estimated base salary is ₹700,000 – ₹760,000 annually.
2. Do I need prior experience in customer support?
While prior experience is not mandatory, it’s considered a plus.
3. What tools will I use in this role?
You’ll primarily work with tools like ZenDesk, G-SUITE, Slack, MS Office, and Zoom.
4. Are there growth opportunities in this role?
Yes, this role offers multiple pathways for career advancement within Real and beyond.
Conclusion
Joining Real as a Customer Support Executive means becoming part of a forward-thinking organization that values innovation, diversity, and excellence. This role is ideal for individuals who are passionate about delivering exceptional service and eager to thrive in a tech-driven, customer-focused environment.
Take the next step in your career by applying today!
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