Customer Success Executive

Job purpose

To ensure customers achieve their desired outcomes while using the company’s products or services by providing proactive support, guidance, and relationship management. The Customer Success Executive is responsible for driving customer satisfaction, retention, and growth by helping clients maximize value and ensuring a seamless post-sale experience.

Job responsibilities

• Generate revenue by creating high quality customer appointments and providing customers experience standards that exceed customer expectations.
• Build rapport with customer to increase overall customer retention and customer lifetime value.
• Work towards meeting and excelling qualitative and revenue generating KPIs.
• Contribute to the team effort to ensure all department goals and targets are achieved.
• Generate appointments for Sales and Aftersales functions and ensure that quality of appointments and professionalism on call is maintained.
• Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relations with the company.
• Maintain customer retention within the company by delivering proper customer experience with professional behaviour and accurate information.
• Follow the customer connect protocols and provide seamless experience across various points of customer journey.
• Support and provide superior experience via phones, e-mails and other channels.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special communication 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, apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper communication etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control communications.
• Identify voice and digital skills and how to enhance a good non face to face presentation.
• Meets commitments to customers.
• Ensure completion of weekly evaluation along with the supervisor and quality team to work on recommendations and resolve any challenges faced over the communications.
• Ensure completion of assigned training on time and attend training as assigned.
• Display ownership to additional tasks as required by superiors.
• Active involvement in day-to-day activities and work allocation alongside the team leader.
• Work closely with the team leader to identify opportunities and improvements. • Ensure completion of assigned training on time and attend training as assigned.
• 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

• 3 years of customer service experience required within a contact centre environment.

Competencies

• Excellent communication skills, written & spoken.
• Advanced Skills with Microsoft Office.

Languages

• Fluent in English
• Any additional language is advantageous