Job Description: Customer Support Executive (Remote – India)
Position: Customer Support Executive
Location: Remote – India
Type: Full-Time
Department: Brokerage Operations
Compensation: Estimated Base Salary ₹700K – ₹760K
Work Schedule:
- Shift 1: 6:30 PM – 3:30 AM IST
- Shift 2: 7:30 PM – 4:30 AM IST
About Real
Real is a fast-growing, tech-driven national real estate brokerage that aims to revolutionize the home-buying and selling process. Founded in 2014, Real operates across all U.S. states, Canada, and the District of Columbia. With our cutting-edge technology platform, we lead the disruption of the Residential Real Estate industry, enhancing agents’ lives and creating lucrative financial opportunities for them.
Visit www.onereal.com for more details.
Job Summary
We are looking for a Customer Support Executive to join our Brokerage Operations team. The role involves providing exceptional email-based support for the US real estate market, addressing customer inquiries related to real estate transactions, property listings, and general market information. The ideal candidate will have excellent communication skills, problem-solving abilities, and a customer-first mindset. This is an excellent opportunity for individuals passionate about delivering outstanding service in a dynamic real estate environment.
Responsibilities as Customer Support Executive
- Customer Engagement:
- Identify and assess agents’ needs to deliver satisfactory solutions.
- Handle inbound customer queries through email in a professional and timely manner.
- Provide accurate, valid, and complete information to customers.
- Problem Resolution:
- Address customer concerns effectively and ensure prompt resolution.
- Collaborate with internal teams to solve complex issues and maintain seamless communication.
- Performance Management:
- Meet KPIs, including CSAT scores, ticket resolution rates, and One-Touch Response Rate.
- Prioritize and manage a high volume of support tickets daily.
- Team Collaboration:
- Work closely with various departments to ensure customer satisfaction.
- Follow company communication protocols, guidelines, and policies.
- Continuous Improvement:
- Adapt quickly to new technologies and workflows.
- Provide feedback to improve internal processes and customer experience.
- Other Duties:
- Perform additional tasks as assigned by supervisors.
Required Skills and Abilities: Customer Support Executive
- Communication Skills:
- Excellent verbal and written communication skills.
- Ability to provide clear, concise, and empathetic responses.
- Problem-Solving Skills:
- Analytical mindset to address and resolve customer issues effectively.
- Creative thinking for quick decision-making.
- Technical Proficiency:
- Familiarity with G-Suite, MS Office, ZenDesk, Slack, and Zoom.
- Ability to learn and adapt to new software and technologies quickly.
- Teamwork and Organizational Skills:
- Strong ability to collaborate in a team-oriented environment.
- Organizational skills to handle multiple tasks and deadlines efficiently.
- Customer Orientation:
- A positive outlook and a strong customer service ethic.
- Ability to maintain confidentiality and handle sensitive information.
Education and Experience: Customer Support Executive
- A bachelor’s degree in any discipline.
- Previous experience as a Customer Support Representative is a plus.
- Familiarity with the US real estate market is an advantage.
Physical Requirements
- Ability to sit for extended periods while working.
- Comfortable working night shifts to align with US time zones.
Core Company Values
- Work Hard. Be Kind.
- “We” are bigger than “me.”
- Tech x Humanity
Real is committed to creating an inclusive and diverse workplace. We are proud to be an equal opportunity employer, providing opportunities regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.
How to Apply
Submit your application via our website. For queries, visit www.onereal.com. This job is protected by reCAPTCHA, and the Google Privacy Policy and Terms of Service apply.
Top 10 Interview Questions and Answers for Customer Support Executive Role
- What do you know about Real, and why do you want to work here?
- Answer: Real is a technology-driven real estate brokerage operating across the US, Canada, and the District of Columbia. Its innovative approach to real estate and focus on agent empowerment make it a great place to work. I am passionate about customer service and excited about contributing to a company that values both technology and humanity.
- Describe a time you resolved a difficult customer issue.
- Answer: In my previous role, I handled a complaint about delayed service. I actively listened to the customer’s concerns, apologized sincerely, and offered a viable solution. By keeping the customer informed throughout the resolution process, I turned a negative experience into a positive one.
- How would you handle a situation where you don’t have an immediate answer to a customer’s question?
- Answer: I would let the customer know that I’ll need to verify the information to provide an accurate response. I’d assure them of a follow-up and promptly consult the necessary resources or colleagues to resolve their query.
- What tools and platforms have you used for customer support?
- Answer: I have experience with platforms like ZenDesk, Slack, G-Suite, and MS Office. I’ve used them for ticket management, communication, and maintaining customer records.
- How do you prioritize tasks when handling multiple support tickets?
- Answer: I categorize tickets based on urgency and complexity. High-priority issues are addressed immediately, while I ensure routine queries are resolved within the standard response time.
- What strategies do you use to maintain a positive attitude during stressful situations?
- Answer: I focus on problem-solving rather than the problem itself. Taking short breaks, maintaining open communication with my team, and reminding myself of the bigger picture help me stay positive.
- How would you measure your success in this role?
- Answer: Success can be measured by metrics like high CSAT scores, low ticket resolution times, and achieving a high percentage of one-touch responses. Personal growth, such as mastering new tools and receiving positive feedback, is also important.
- How do you ensure data security when dealing with sensitive customer information?
- Answer: I follow strict company protocols for handling sensitive data, avoid sharing information on unsecured platforms, and adhere to all privacy policies.
- What steps would you take if you made an error in responding to a customer?
- Answer: I would acknowledge the mistake, apologize sincerely, and provide the correct information as quickly as possible. Transparency and a proactive approach are key to regaining the customer’s trust.
- Why do you think you are a good fit for this role?
- Answer: My strong communication skills, problem-solving abilities, and customer-first mindset align with the requirements of this role. Additionally, my adaptability to new tools and processes makes me a valuable asset for Real’s dynamic team.
Keywords
- Customer Support Executive
- Remote job in India
- Real estate brokerage jobs
- Customer service role
- Work from home opportunities
- US real estate market
- Email support jobs
- Night shift customer support
- ZenDesk customer support
- G-Suite proficiency
