Customer support manager (CSM)

About us:

Evo Systems is a technology marketing and sales partner for off-plan property developers in the GCC and Asia. As of 2022, we are based at Dubai Silicon Oasis - the hub where technology meets the real estate market.

We are a team of experts bringing cutting-edge strategies to the property market using data analytics. We create solutions not for the sake of technology, but to actually increase sales, shorten the transaction cycle and increase profits.

Project overview:

Our solution operates across three streams to boost sales for developers during the off-plan stage of residential property sales. We focus on visualization and offer a quick selection of options for clients choosing apartments, whether for investment or personal living. The tool is currently used by agents and sales managers on all devices — from TVs in the office to mobile phones.

• Web brick — interactive online catalogue
• Push plan — AI 3D tour generation
• Agent pluss — connection with 30 000+ globally

Our ideal candidate:

• The ideal candidate must possess a strong passion for agent service and delivering exceptional service
• Excellent communication and interpersonal skills are critical, as well as effectively collaborating with stakeholders and converting clients into new contracts
• Effective communication in English (C1) both written and spoken forms

Educational and professional background:

• A candidate should possess over 2 years of experience in customer experience or back-office process management
• Bachelor's degree in business analysis, management, finance or related field preferred

What will you do in this position?

• Customer assistance: providing prompt and efficient support via chat, email, and other communication channels, ensuring compliance with SLA standards and converting agents into signed contracts. Support is provided in written form only
• Documentation management: maintain accurate records of client interactions, issues, and resolutions in the company's systems
• Product knowledge: stay updated on the company’s products and services to provide accurate information
• Issue resolution: troubleshoot agent issues, provide guidance, and escalate cases when necessary to ensure timely resolution
• Client education: assist in educating clients on product features, updates, and best practices to enhance their user experience
• Organisation and administration: • Creating and setting up groups and supergroups in WhatsApp • Controlling the structure of communication: implementing rules, anchoring messages and formatting information • Setting up access and roles for participants and administrators
• Monitoring and reporting: • Tracking participant activity and engagement • Maintaining a list of groups and their structure in Google Sheets or Notion • Generating weekly reports with information on activity and suggestions for improvement

What do we offer?

• A fast-growing, globally operating company with clients who truly need our product
• Competitive salary
• Full-time remote opportunity
• Professional development and growth potential, no matter the location