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Senior Customer Executive

4 weeks ago

Dubai, Dubai, United Arab Emirates MAJID AL FUTTAIM Full time
Roles and responsibilities

1. CustomerRelationshipManagement

  • AccountManagement: Building and maintaining strongrelationships with key clients orcustomers.
  • CustomerRetention: Ensuring customers remain satisfied withservices/products and minimizingchurn.
  • PersonalizedService: Offering tailored solutions based on theunique needs and preferences ofcustomers.

2.CommunicationSkills

  • Clearand Effective Communication: Interacting withcustomers through phone calls, emails, chat, and in-person,articulating solutions and informationclearly.
  • ListeningSkills: Understanding the needs, concerns, andfeedback from customers to resolve issuespromptly.
  • Persuasion:Encouraging customers to use additional products/services orupgrade their current plans.

3.Problem-SolvingAbilities

  • IssueResolution: Quickly addressing customer complaintsor technical issues, and providing solutions in a timelymanner.
  • Attention toDetail: Identifying and addressing even the smallestcustomer concerns to enhancesatisfaction.
  • AnalyticalThinking: Using data or feedback to identify areasfor improvement and implementingsolutions.

4.Customer-CentricMindset

  • Empathy:Understanding customers' emotions and concerns andoffering support withcare.
  • Patience:Staying calm and composed when handling irate or difficultcustomers.
  • ProactiveService: Anticipating customer needs and offeringsolutions before they becomeproblems.

5. Sales andUpsellingSkills

  • ProductKnowledge: Deep understanding of thecompany's offerings to advise and guide customerseffectively.
  • Cross-Selling andUpselling: Identifying opportunities to suggestcomplementary products orservices.
  • MeetingTargets: Driving revenue growth by recommendingvalue-added services to customers.

6.Technology andTools

  • CRMSystems: Proficiency in Customer RelationshipManagement tools (e.g., Salesforce, HubSpot, Zoho) to managecustomer interactions.
  • DataManagement: Maintaining accurate customer records,tracking interactions, and managingfollow-ups.
  • Customer SupportPlatforms: Familiarity with helpdesk software likeZendesk, Freshdesk, or ServiceNow.
Desired candidate profile

Use the Customer Experiencediscipline to change overall cultural thinking and put customerfirst in all our designed experiences. Day to day, turn our deepcustomer understanding into specific design projects and helpslead, support, or guide the projects and how they come tolife.

ROLEPROFILE

  • Redesign customer journeys byplanning and executing cross-functionalprojects.
  • Leverage research, data, and bestpractices to develop and validatestrategies.
  • Create journey maps, service designblueprints, and prototypes to solve customer experiencechallenges.
  • Work closely with insights,Customer Relationship Management, Handover, and operations teams toalign business and customer needs.
  • Presentfindings and advocate for product/service improvements toleadership and executives.
  • Manage pilotprograms, adapt final products, and ensure seamlessexecution.
  • Regularly assess project risks,maintain documentation, and coordinate teamactions.
  • Influence roadmaps and challengeconventions to redefine future developments.

Requirements

  • Exceptional communication skills inpresenting, listening, and providingfeedback.
  • Strong empathy and connection withstakeholders and customers.
  • Collaborative teamplayer with high self-awareness.
  • Curiousmindset to ask questions, challenge norms, and explorepossibilities.
  • Bachelor's degree inDesign Thinking, Innovation, Human-Centered Design, orequivalent.
  • 1–2 years of relevantexperience.
Key Skills
Customer Development,CustomerAssistance,Customer Account
Employment Type: Full-time
Department / FunctionalArea: Customer Service
Experience: Not Mentioned years
Gender: Male
Vacancy: 1
Joining Date: Wed, 29 Jan2025