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