Customer Service Representative
- No. of Openings Few
- Industry Real Estate
- Category Customer Service
- Location Sorakhutte-16, Kathmandu
- Job Level Mid Level
- Salary Nrs. Monthly (Negotiable)
- Education Level Intermediate (+2)
- Desired Candidate Both(Female, Male)
- Experience 1 + year
- Expiry date Feb 27, 2026 (2 days left)
- Skills Communication skills, Documentation, Reporting, Attention To Detail, Multitask Ability, Negotiation, Accounting
Job Description
The Customer Service Representative (CSR) serves as the first point of contact for potential buyers and sellers. The role involves handling inbound leads, qualifying prospects, coordinating with field agents, managing follow-ups, and maintaining accurate records in the CRM system to ensure smooth sales operations and excellent customer experience.
Key Responsibilities
Lead Receiving and Qualification
- Receive and respond to inbound leads via phone calls, WhatsApp, social media, website inquiries, and walk-ins.
- Communicate with potential buyers to understand their property requirements, preferred locations, and budget.
- Qualify leads based on seriousness, readiness, and intent (hot, warm, or cold).
- Record complete buyer information and requirements in the CRM system or lead sheet.
- Ensure all new leads are properly categorized and tracked from the first point of contact.
Lead Distribution and Coordination
- Assign qualified leads to respective field agents based on location and specialization.
- Share complete buyer details with agents, including preferences and contact information.
- Coordinate with internal departments to ensure smooth lead transfer to the appropriate field teams (e.g., Budhanilkantha, Kathmandu, or other areas).
- Maintain accurate records of all leads transferred to buyer and seller teams.
Buyer Communication and Support
- Act as the primary point of contact for buyers, providing accurate property information and guidance.
- Respond promptly to inquiries and ensure timely follow-ups with all prospects.
- Share updated property options or alternatives based on buyer requirements.
- Coordinate closely with field agents to ensure buyers receive timely updates and assistance.
Scheduling Meetings and Site Visits
- Schedule property visits, client meetings, and calls based on client and agent availability.
- Clearly communicate visit details (time, date, location, and property information) to all parties.
- Ensure smooth coordination during visits and collect feedback after each meeting.
Lead Tracking and Follow-up
- Conduct structured follow-ups on a T+1, T+3, and T+5 basis (1, 3, and 5 days after initial contact).
- Maintain updated lead status with detailed follow-up remarks and feedback.
- Track all hot and warm leads until closure or final decision.
- Coordinate regularly with field teams to ensure no lead is missed or unattended.
Agent Coordination and Reporting
- Assign daily and weekly tasks to field agents based on area, lead volume, and performance.
- Monitor agent activities, including calls, visits, and follow-ups.
- Collect and review daily and weekly reports from agents.
- Support agents during client calls, meetings, or property-related updates as required.
Seller and Property Coordination
- Transfer seller leads to the seller department and ensure continuity of follow-ups.
- Coordinate with listing officers and the marketing team to confirm property listings, videos, and promotions.
- Ensure proper visibility of properties on social media and other marketing platforms.
Documentation and Reporting
- Maintain accurate documentation, including buyer registrations, payment receipts, and follow-up records.
- Prepare daily, weekly, and monthly reports covering:
- Total leads received and transferred
- Lead sources (calls, WhatsApp, walk-ins, boosted posts, etc.)
- Follow-up status and meeting schedules
- Total site visits, negotiations, and finalized deals
- Ensure CRM data is consistently updated for management tracking and analysis.
Training and Internal Support
- Assist in training new team members on CRM systems and company processes.
- Support other departments (marketing, seller team, or management) when required.
- Perform additional tasks assigned by management to ensure smooth operations.
Job Specification
- Candidates with prior experience in call center or customer service operations, preferably at a supervisory or managerial level, are strongly encouraged to apply
- This position is open to candidates of all genders.
- Strong communication, listening, and negotiation skills.
- Excellent coordination and multitasking abilities.
- High attention to detail with strong reporting discipline.
- Proficiency in CRM systems, MS Excel, and Google Sheets.
- Positive attitude, team-oriented mindset, and result-driven approach.
About Company
Lalpurja Nepal Pvt. Ltd. is a renowned and leading real estate brokerage agency in Nepal. With our slogan, "लालपुर्जा नेपाल - जस्तो नाम तेस्तै काम।...
Lalpurja Nepal Pvt. Ltd. is a renowned and leading real estate brokerage agency in Nepal. With our slogan, "लालपुर्जा नेपाल - जस्तो नाम तेस्तै काम।" (Lalpurja Nepal - A name that reflects our work), we have established ourselves as a trusted and reliable company in the industry.
