Customer Support Agent

Position Objective The Customer Support Agent plays a key role in facilitating client inquiries, managing leads, and providing high-quality support to potential and existing clients. The role ensures smooth communication and transitions between client interactions and internal teams while promoting an exceptional customer experience. Key Responsibilities Client Interaction and Communication Act as the first point of contact for client inquiries through non-website channels (e.g., phone and email). Provide timely and accurate responses to ensure client concerns are resolved efficiently. Uphold excellent communication standards and foster positive client relationships. Lead Management Qualify leads and ensure they are handed over effectively to the appropriate teams for follow-up. Monitor and track lead progress, ensuring alignment with operational KPIs. Client Re-Engagement Proactively reach out to existing and previous clients to maintain engagement and identify opportunities for renewed interest or sales potential. Customer Support Excellence Maintain a thorough understanding of the company’s services and solutions to provide accurate information to clients. Identify, troubleshoot, and escalate complex inquiries to the relevant teams when required. Collaboration and Reporting Work closely with internal teams such as Compliance and Listings to ensure operational effectiveness and consistent service delivery. Document and maintain comprehensive records of all client interactions, inquiries, resolutions, and feedback. Provide regular updates and reports on lead handling, client engagement efforts, and customer satisfaction metrics. Skills and Competencies Strong communication and interpersonal skills. High levels of organization and attention to detail. Proficiency in CRM systems and lead management tools. Ability to work autonomously and collaboratively in a fast-paced, remote environment. Qualifications Previous experience in customer support or a client-facing role, preferably in real estate or a related industry. Familiarity with sales processes or lead management practices. Strong problem-solving skills and a customer-focused approach. Working Relationships Internal: Collaborates with the Compliance team, Listings team, and other relevant departments. External: Engages directly with clients, prospective customers, and external stakeholders as required. This description outlines the primary duties and requirements of the Customer Support Agent role at FazWaz but is not exhaustive. Additional tasks or responsibilities may be added to align with operational needs.