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Hire a customer service agent for real estate

A dedicated PCS team member, trained on your stack, in your hours, with sector context for real estate.

Real estate enquiries arrive when buyers are ready, not when your office is open. A Fiji-based customer service agent can field after-hours buyer enquiries, route them to the right agent, and keep CRM data clean — which is the unglamorous task most agencies under-invest in. PCS structures the engagement so the agent works inside your CRM, your inbox, and your portal listings, with confidentiality agreements and access controls that pass agency-trust questionnaires.

Role	NZ band	AU band	Fiji band (PCS)	Savings
Customer service agent	NZ$58,000 – NZ$72,000	AU$60,000 – AU$78,000	FJ$18,000 – FJ$26,000	55–70%

Salary bands sourced from PCS Salary Guide and public job-market data. Fiji band is fully-loaded — PCS handles recruitment, training, infrastructure, security, payroll and compliance.

The role

What a PCS customer service agent actually does

Standard responsibilities on the role; tuning happens during onboarding to your SOPs.

Inbound voice support across phone and chat
Email and ticket triage with first-response SLAs
Account changes, billing queries, and service updates
Save-team work for at-risk customers
QA-aligned call wrap-ups and CRM hygiene

Skills we recruit for

Confident written and spoken English

Empathy under pressure

Salesforce, Zendesk, HubSpot Service Hub literacy

Active listening and de-escalation

Adherence to QA scorecards and KPIs

Tools they typically work in

Salesforce Service CloudZendeskTalkdesk / Five9Microsoft Teams

KPIs we report on

Average handle time (AHT)

First-contact resolution (FCR)

CSAT and NPS

Adherence and occupancy

Real estate context

Why this role lands well in real estate

Real estate operations live or die on follow-up speed and CRM hygiene. Buyer enquiries arrive after hours, listings need updates daily, and vendors expect proactive communication. A nearshore Fiji team gives ANZ agencies the capacity to keep CRMs clean, qualify enquiries within minutes, and run admin-heavy workflows at a fraction of local cost — without losing the warmth and direct service style buyers and vendors expect.

Industry-specific responsibilities

Inbound buyer enquiry triage and CRM lead routing
Listing and portal updates across REA, Trade Me, Realestate.co.nz
Vendor follow-ups, appraisal coordination, and inspection bookings

PCS works with ANZ-headquartered service businesses that need fast, dedicated remote support. Real-estate-specific case studies are in development; security and operating posture are validated by ISO 27001:2022 certification.

Why PCS

What PCS owns end-to-end

Recruitment, training, infrastructure, security, payroll, compliance and reporting — all included. You get a dedicated team member; we handle the operating model.

NZ-led management

Account managers based in NZ run weekly reviews and translate between your operating norms and the Suva team.

ISO 27001:2022 certified

Information security is documented, audited, and built into every desk, laptop and process. Standard security questionnaires get answered with our existing pack.

Timezone-matched

The team works your business hours — no overnight handoff problems. We also cover extended windows where genuinely needed.

Pilot-then-scale

Most engagements start with a pilot framework — small, focused, KPI-driven. Scale up once the operating model is proven. Contract terms vary by client and package.

FAQ

Common questions

Most pilot teams reach first call within 30 days of contract signing. PCS uses a 30/60/90-day pilot framework — recruit and onboard in the first 30 days, ramp to full SLA in the next 30, and validate quality and KPIs in the final 30.

Every agent goes through role-based onboarding mapped to your SOPs, calibration on QA scorecards, and shadowing on a peer's queue before going live. PCS handles the training infrastructure; you sign off on go-live readiness.

PCS is ISO 27001:2022 certified. Voice infrastructure is access-controlled, recordings are encrypted at rest, and every agent signs confidentiality agreements. We also support call-redaction tooling where required by client compliance teams.

PCS owns the recruitment funnel and bench. If an agent moves on, replacement onboarding starts immediately and handover happens before the seat goes empty. You don't lose process knowledge with attrition.

Yes. Clients get role-based access to recordings, live monitoring sessions, and weekly QA samples. Daily scorecards land in your inbox; weekly NZ-led account reviews keep performance transparent.

Get a staffing plan in 24 hours

Tell us what you need. We'll come back within a business day with roles, costs, security pack and a 30/60/90-day pilot plan.

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