Customer Success Executive

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.