Customer Success Executive (Emirati National)

Job purpose: 

The Customer Success Executive is responsible for generating revenue through high-quality customer appointments and delivering exceptional customer experiences. This role focuses on increasing customer retention and lifetime value by providing prompt, professional, and effective communication through various channels. The executive will work toward meeting both qualitative and revenue-generating KPIs, contributing to the overall success of the team.

Job responsibilities: 

Customer Appointment Generation:

• Generate high-quality appointments for Sales and Aftersales functions.
• Ensure the quality and professionalism of appointments and calls are maintained.
• Meet and exceed qualitative and revenue-generating KPIs.

Customer Retention & Satisfaction:

• Build a rapport with customers to increase customer retention and lifetime value.
• Resolve customer queries promptly to enhance satisfaction and improve company relationships.
• Follow customer connect protocols to provide a seamless experience throughout the customer journey.

Customer Communication:

• Support customers via phone, email, and other channels, ensuring excellent customer service.
• Apply effective communication techniques to handle transfers, call backs, holds, interruptions, and unintentional disconnects.
• Use active listening and questioning skills to support productive telephone communication.
• Ensure proper communication etiquette in all customer interactions.

Dealing with Challenging Situations:

• Effectively manage job stress and handle difficult customers or angry callers.
• Apply appropriate actions to control communications and maintain professionalism.

Team Collaboration & Development:

• Collaborate with team leaders to identify opportunities for improvement.
• Participate in weekly evaluations with the supervisor and quality team to address challenges and implement recommendations.
• Display ownership of additional tasks and responsibilities as required.

Training & Compliance:

• Complete assigned training on time and attend training sessions as required.
• Ensure full adherence to company policies and procedures.
• Display time flexibility and work within floor shift requirements.

Performance & Accountability:

• Meet required SLAs and KPIs to ensure success in assigned duties.
• Ensure completion of daily, weekly, and monthly performance evaluations as part of the ongoing development.

Educational Qualification 

• Bachelor’s Degree or equivalent in a related field

Work Experience 

• A maximum of 1 year of customer service experience in a contact centre environment.

Competencies 

• Dual language proficiency (spoken and written).
• Excellent communication skills, both written and spoken.
• Advanced proficiency with Microsoft Office.
• Ability to handle stressful situations and maintain a positive attitude.
• Strong teamwork, problem-solving, and interpersonal skills.
• Ability to multitask and manage time effectively.

Languages 

• English, Arabic is required