About Us

AgentLocator is a company based out of Canada with offices in Sarajevo & Mostar. Our business is catered explicitly to the needs of real estate agents in Canada and the USA. We assist real estate agents in expanding their client base by giving them the tools they need to convert visitors to leads. Our LeadGen formula has helped hundreds of our clients to gain the necessary exposure to boost their businesses.
Our Customer Support Department is our front line that handles most of the incoming phone calls and tickets. The level of customer satisfaction that we provide is one of the main reasons why we have been successful in our venture and why top Real Estate agents chose our system over our competition.
The majority of our clients' requests and inquiries refer to our CRM and CMS functionalities, and we expect our support team to provide clear, reliable and timely information to the clients on how to solve CRM and CMS-related issues.

About the job

A Customer Support Manager will be in charge of team coordination, distribution and delegation of tasks, improving existing work procedures and work processes, tracking and analyzing key performance indicators, and reporting to upper management on the volume and quality of work. A Customer Support Manager is expected to have each team member take every customer issue seriously using a professional approach to ensure that the problems are solved in a timely manner with complete customer satisfaction.
One of the main managerial duties is to keep the team motivated through training, talks and regular feedback. The Customer Support Manager is expected to show understanding and empathy for the team’s needs, to guide them and offer their support on an everyday basis. Apart from that, a Customer Support Manager will be involved part of the time in operational tasks, especially when it comes to more complex client inquiries and complex troubleshooting situations.
The working hours are from 3PM – 11PM CET (Mon – Fri) as they are adjusted to the time zone in Canada and the USA.
 

Main Tasks and responsibilities:

Managerial duties:

• Keeping the team motivated through training, regular feedback and occasional talks
• Showing understanding and empathy for the team’s needs
• Guiding the team and offering support on an everyday basis
• Improvement and further development of existing work procedures, processes and practices, and implementation of new ones
• Improvement and further development of existing KPIs (Key Performance Indicators) at both, the individual and the team level, and implementation of new ones
• Giving regular and structured feedback regarding each team member’s performance and development
• Regular reporting to management on the team’s workload and efficiency, as well as each team member’s contribution
• Training new support members (2-part training consisting of the technical part and communication with clients)

Operational duties:

•  Occasional communication with our clients via phone, email and chat applications
•  Handling complex inquiries and troubleshooting requests from clients in a professional and kind manner
•  Researching, diagnosing, troubleshooting and identifying solutions to resolve complex issues related to our CRM and/or CMS
•  Providing team members with information on possible solutions to the problems they report and helping them solve the issues on their own
• Transparent, reliable and efficient communication with clients, team members and superiors

 
Desirable profile:

•  Fluent spoken and written English is a must
•  At least 2 years of experience (Customer Care/Support, Call Agent or similar)
•  1 year of experience as a team lead (preferably, supervising 10 or more team members)
•  Ability to give concise and accurate information to customers, team members and superiors
•  A kind and professional approach to customers (A what-can-we-do-for-you attitude toward customers)
•  Ability to show empathy and understanding for our customers’ expectations or problems  
• A drive to work and collaborate with different client profiles and coworkers
•  Good problem-solving skills and attention to detail
• Ability to work independently, as well as in a team

 

Desirable skills:

•    Good organizational, prioritization and analytical skills
•    Timely, transparent and reliable communication with customers, team members and superiors
•   At least one-year experience as a team lead in Customer Care/Support
•   Experience in using Google Suite products - Gmail, Google Documents, Google Calendar
•   Experience in using CRM and/or CMS

 

  Benefits of joining our team:

•   A friendly and supportive work environment
•   Access to our internal knowledge and expertise
•  Challenging tasks and a chance to maximize your potential
•   Internal and external training
•   Team building and internal events (cocktail parties, dinner parties, nights out)
•   A competitive salary
•   Opportunity for professional development
•   A long-term perspective in our company

 

Working hours: 3.00PM - 11.00PM CET Monday - Friday

Language: English