Customer Success Executive

Job purpose

Assisting the customers with their enquiries related to sales, aftersales, shift, KARFF, AWRT and Autotrust and ensuring proper data capture and maintain high call quality levels. Generate revenue from the defined activities and creating quality appointments for all brands across the company and recovery of lost customers. Support in the absence of the contact centre supervisor in the daily operations and assist in the training of new joiners.

Job responsibilities

Revenue Support & Service Standards

• Assist in generating quality appointments through outbound and inbound communication, ensuring a smooth customer journey.
• Maintain a courteous, professional attitude and provide accurate information to help increase customer satisfaction and loyalty.
• Support the achievement of team revenue goals by contributing to a high standard of customer service.

KPI Focused Contribution

• Work towards achieving assigned qualitative KPIs related to customer handling, call quality, and service consistency.
• Support team initiatives aimed at improving customer interactions and conversion rates.

Appointment Coordination

• Follow brand guidelines when booking appointments for respective Business units
• Ensure accuracy in capturing customer details and appointment requests in CRM systems.
• Maintain professionalism during all customer interactions, especially over calls and emails.

Financial Target Achievement

• Generate revenue by creating high quality customer appointments and providing customers service standards that exceed customer expectations
• Build rapport with customer and delivering proper customer service with professional behaviour and accurate information to increase overall customer retention and customer lifetime value

Business Development

• Ensure applying brand specific guidelines to generate appointments for business and ensure that quality of appointments
• Ensure application of proper quality standards and professionalism on call is maintained, to impact generated revenue and conversions.

Customer Journey

• Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relations
• Follow the customer connect protocols and provide seamless experience across various points of customer journey
• Support and provide superior service via phones, e-mails as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate and apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers

Policies, Procedures and Corporate Governance

• Ensure complete adherence to company policies and floor instructions
• Display time flexibility towards shifts as per work floor requirements
• Meet the required SLA’s and KPI’s

Educational Qualification

• Diploma graduate or equivalent required

Work Experience

• 2-3 years of customer service experience preferred

Competencies

• Customer-Centric Mindset
• Communication skills
• Relationship Management
• Time Management
• Conflict Resolution

Languages

• English a must; bilingual preferred