Customer Success Executive (Emirati National)

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.

Desired Candidate Profile

• 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

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