customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Real estate agents administer the sales or letting process of residential, commercial properties or land on behalf of their clients. They investigate the property's condition and assess its value in order to offer the best price to their clients. They negotiate, compose a sales contract or a rental contract and liaise with third parties in order to realize the stated objectives during transactions. They undertake research to determine the legality of a property sale before it is sold and make sure the transaction is not subject to any disputes or restrictions.
Competences and skills
57 ESCO relationsEssential knowledge 6 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesoffice administration
The paperwork processes related to the administrative areas of an office environment. The activities or processes may include financial planning, record keeping and billing and managing the general logistics of an organisation.
Cross-sector
4 competencescontract law
The field of legal principles that govern written agreements between parties concerning the exchange of goods or services, including contractual obligations and termination.
mortgage loans
The financial system of acquiring money by property owners or prospective property owners, in which the loan is secured on the property itself so that the property can be repossessed by the lender in the absence of payments due by the borrower.
property law
The law and legislation that regulates all the different ways to handle property, such as the types of property, how to handle property disputes and property contract rules.
real estate market
The trends concerning the buying, selling, or renting of property, including the land, buildings, and natural resources encompassed within the property; the categories of residential properties and properties for business purposes which such properties are traded in.
Essential skills and competences 14 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
6 competencesidentify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
liaise with property owners
Establish good working relations with the owner, signal problems and renovation needs, and advise on the choice of tenants.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
perform property market research
Research properties in order to assess their usefulness for real estate activities, using various methods such as media research and visitation of properties, and identify the potential profitability in the development and trading of the property.
prepare real estate contract
Create a contract between two parties for the purchase, sale or rental of real estate. Make sure the real estate contract and the specifications comply with the legal requirements and are legally enforceable.
prospect new customers
Initiate activities in order to attract new and interesting customers. Ask for recommendations and references, find places where potential customers can be located.
Cross-sector
8 competencesadvise on property value
Provide advise to those that own a property, professionals in real estate, or prospective clients in real estate on the current monetary value of a property, the potential of development in order to increase the value, and other relevant information concerning the value of the in the future developments of the real estate market.
compare property values
Obtain information on the value of properties comparable to a property which is in need of valuation in order to make more accurate appraisals and assessments, or to set or negotiate the price at which the property can be sold or leased.
inform on renting agreements
Inform landlords or tenants of a property on the duties and rights of the landlord and tenant, such as the landlord's responsibility for the upkeep of the property and the eviction rights in the event of a breach of contract, and the tenant's responsibility to pay rent in a timely manner and avoid negligence.
maintain financial records
Keep track of and finalise all formal documents representing the financial transactions of a business or project.
manage contracts
Negotiate the terms, conditions, costs and other specifications of a contract while making sure they comply with legal requirements and are legally enforceable. Oversee the execution of the contract, agree on and document any changes in line with any legal limitations.
obtain financial information
Gather information on securities, market conditions, governmental regulations and the financial situation, goals and needs of clients or companies.
provide information on properties
Provide information on the positive and negative aspects of a property and the practicalities concerning any financial transactions or insurance procedures; such as location, composition of the property, renovation or repair needs, the cost of the property and the costs related to insurance.
value properties
Examine and evaluate land and buildings in order to make valuations about their price.
Optional knowledge 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
9 competencesaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
advertising techniques
The communication strategies intended to persuade or encourage an audience, and the different media which are used to achieve this goal.
building codes
The set of guidelines that determine the minimum standards for buildings and other constructions in order to protect public health and safety.
building construction principles
The component elements and principles of building construction such as types of wall construction and foundations, defects in walls and roofs and ways to address such defects.
concurrent estate
The concept in property law which stipulates the rights and duties of two parties co-owning a property, and the various ways in which co-tenancy is possible.
energy performance of buildings
Factors that contribute to lower energy consumption of buildings. Building and renovation techniques used to achieve this. Legislation and procedures regarding energy performance of buildings.
green
modern portfolio theory
The theory of finance that attempts to either maximise the profit of an investment equivalent to the risk taken or to reduce the risk for the expected profit of an investment by judiciously choosing the right combination of financial products.
types of insurance
The various types of risk or loss transfer policies that exist and their characteristics, such as health insurance, car insurance or life insurance.
virtual reality
The process of simulating real-life experiences in a completely immersive digital environment. The user interacts with the virtual reality system via devices such as specifically designed headsets.
digital
Optional skills and competences 28 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
9 competencesadvise on investment
Assess the customer's economic goals and advise on the possible financial investments or capital investments to promote wealth creation or safeguarding.
collect property financial information
Collect information concerning the previous transactions involving the property, such as the prices at which the property had been previously sold and the costs that went into renovations and repairs, in order to obtain a clear image of the property's value.
consult credit score
Analyse the credit files of an individual, such as credit reports which outlines a person's credit history, in order to assess their creditworthiness and all the risks that would be involved in granting a person a loan.
handle tenant changeover
Discuss administrative matters with the previous and future tenants and inspect the rented accomodation (rooms, apartments, houses) to make sure that the renovation and maintenance agreement has been respected.
monitor title procedures
Monitor the bundle of rights of a property and investigate all the parties involved in the current procedure, such as the transfer of a deed in the transfer of ownership of a property or the provision of all the documents serving as evidence of title, to ensure that all documentation and procedures occur according to legislation and contractual agreements.
organise property viewing
Organise events in which prospective buyers or tenants of a property can visit the property in order to assess whether it is suitable to their needs and to obtain information, and organise plans to liaise with the prospective customers in order to secure a contract.
prepare inventory of properties
List all the items present in a property building which is leased or rented, in order to have a contractual agreement between the owner and the tenant.
prepare sales checks
Provide customers with official documents that prove their purchase and payment.
review closing procedures
Review the documentation and gather information on the closing process of assets trading, the step in which the ownership is officially transferred from one party to another, in order to verify whether all the procedures were compliant with legislation and that all contractual agreements were followed.
Cross-sector
19 competencesanalyse insurance needs
Gather information about the insurance needs of a client, and give information and advice about all possible insurance options.
analyse loans
Examine and analyse the loans provided to organisations and individuals through different forms of credit such as overdraft protection, export packing credit, term loan, and purchase of commercial bills.
assist in loan applications
Assist clients with filling out and managing their applications for loans by providing them with practical assistance, such as provision of relevant documentation and instruction on the process, and other advice such as any arguments they could bring forward to the lending organisation in order to secure the loan.
attend trade fairs
Attend exhibitions organised to enable companies in a specific sector to demonstrate their latest products and services, study the activities of their competitors, and observe recent market trends.
create a financial plan
Develop a financial plan according to financial and client regulations, including an investor profile, financial advice, and negotiation and transaction plans.
estimate profitability
Take various factors into account to calculate the cost and potential revenues or savings gained from a product in order to evaluate the profit that could be generated by the new acquisition or by a new project.
examine credit ratings
Investigate and look for information on the creditworthiness of companies and corporations, provided by credit rating agencies in order to determine the likelihood of default by the debtor.
examine mortgage loan documents
Examine documents from mortgage borrowers or from financial institutions, such as banks or credit unions, relating to a loan secured on a property in order to examine the payment history of the loan, the financial state of the bank or borrower, and other relevant information in order to assess the further course of action.
examine the conditions of buildings
Monitor and assess the conditions of buildings in order to detect faults, structural problems, and damages. Assess general building cleanliness for grounds maintenance and real estate purposes.
liaise with advertising agencies
Communicate and cooperate with advertising agencies in transmitting the goals and specifications of the marketing plan. Liaise to develop an advertising and promotional campaign that represent the aim of the marketing plan.
liaise with local authorities
Maintain the liaison and exchange of information with regional or local authorities.
manage contract disputes
Monitor issues that arise between the parties involved in a contract and provide solutions in order to avoid lawsuits.
negotiate with property owners
Negotiate with owners of properties who wish to rent or sell them in order to obtain the most beneficial agreement for the potential renter or buyer.
organise a damage assessment
Organise a damage assessment by indicating an expert to identify and examine the damage, give information and instructions to experts and follow up on the experts, and write a damage report.
perform contract compliance audits
Execute a thorough contract compliance audit, ensuring that goods or services are being delivered in a correct and timely fashion, checking for clerical errors or missed credits and discounts and starting procedures for cash recovery.
plan buildings maintenance work
Schedule maintenance activities of property, systems and services to be deployed in public or private buildings, according to the priorities and needs of the client.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
protect client interests
Protect the interests and needs of a client by taking necessary actions, and researching all possibilities, to ensure that the client obtains their favoured outcome.
write inspection reports
Write the results and conclusions of the inspection in a clear and intelligible way. Log the inspection's processes such as contact, outcome, and steps taken.