Customer Success Executive

• Revenue Support & Service Standards
• Assist in generating quality appointments through outbound and inbound communication, ensuring a smooth customer journey.
• Maintain a courteous, professional attitude and provide accurate information to help increase customer satisfaction and loyalty.
• Support the achievement of team revenue goals by contributing to a high standard of customer service.
• Work towards achieving assigned qualitative KPIs related to customer handling, call quality, and service consistency.
• Support team initiatives aimed at improving customer interactions and conversion rates.
• Follow brand guidelines when booking appointments for respective Business units
• Ensure accuracy in capturing customer details and appointment requests in CRM systems.
• Maintain professionalism during all customer interactions, especially over calls and emails.
• Generate revenue by creating high quality customer appointments and providing customers service standards that exceed customer expectations
• Build rapport with customer and delivering proper customer service with professional behaviour and accurate information to increase overall customer retention and customer lifetime value
• Ensure applying brand specific guidelines to generate appointments for business and ensure that quality of appointments
• Ensure application of proper quality standards and professionalism on call is maintained, to impact generated revenue and conversions.
• Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relation
• Follow the customer connect protocols and provide seamless experience across various points of customer journey
• Support and provide superior service via phones, e-mails as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate and apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers
• Policies, Procedures and Corporate Governance
• Ensure complete adherence to company policies and floor instructions
• Display time flexibility towards shifts as per work floor requirements
• Meet the required SLA’s and KPI’sEducational Qualification

• Diploma graduate or equivalent requiredWork Experience

• 2-3 years of customer service experience preferred.

Languages

• English a must; bilingual