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Customer Success Executive

2 weeks ago

Dubai, Dubai, United Arab Emirates AWR Career Site Full time

At AWR Group, we are at work for a planet that prospers. A world that serves all generations

those of today, and those yet to come. We're a group of companies, transforming businesses of today and building purposeful ventures for the future. Our greatest endeavour is to enhance the lives of all generations we touch. We are AWR Group. We embrace generation next.

Job purpose: (Use one or two sentences to state the major purpose, objective or function of the position and the end result it is intended to accomplish.)

The Customer Success Executive is responsible for generating revenue through high-quality customer appointments and delivering exceptional customer experiences. This role focuses on increasing customer retention and lifetime value by providing prompt, professional, and effective communication through various channels. The executive will work toward meeting both qualitative and revenue-generating KPIs, contributing to the overall success of the team.

Job responsibilities: (These are the fundamental job duties regularly performed by the employee in the position.)

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.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job function. They are not intended to be construed as an exhaustive list of all job duties performed. Management reserves the right to revise or amend duties at any time.

Educational Qualification

(Consider Education/Experience type and minimum level; Special skills; Certifications and licenses etc.)

· Bachelor's Degree or equivalent in a related field

Work Experience

(Consider work experience requirement to do the job; x of years.)

· A maximum of 1 year of customer service experience in a contact centre environment.

Competencies

(Consider certain technical skills to do the job, Analytical Skills, Persuasives, Strategic Thinking etc.)

· 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