✨ AI Summary
AW Rostamani Holdings LLC is seeking a Customer Success Executive (Emirati National) for their Sharjah-based operations. This full-time role focuses on generating high-quality appointments for sales and aftersales, ensuring customer retention and satisfaction by building rapport and resolving queries promptly. The executive will provide customer support via phone, email, and other channels, employing effective communication techniques and active listening skills. Responsibilities include managing challenging situations professionally, collaborating with team leaders for improvements, completing assigned training, adhering to company policies, and meeting performance SLAs and KPIs. A Bachelor's Degree in a related field and at least 1 year of contact centre experience are required, along with dual language proficiency in English and Arabic, advanced Microsoft Office skills, and strong soft skills in teamwork, problem-solving, and time management.
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
Description
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.