Customer Success Executive

Job purpose

Job responsibilities

• Generate revenue by creating high quality customer appointments and providing customers experience standards that exceed customer expectations.
• Build rapport with customer to increase overall customer retention and customer lifetime value.
• Work towards meeting and excelling qualitative and revenue generating KPIs.
• Contribute to the team effort to ensure all department goals and targets are achieved.
• Generate appointments for Sales and Aftersales functions and ensure that quality of appointments and professionalism on call is maintained.
• Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relations with the company.
• Maintain customer retention within the company by delivering proper customer experience with professional behaviour and accurate information.
• Follow the customer connect protocols and provide seamless experience across various points of customer journey.
• Support and provide superior experience via phones, e-mails and other channels.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special communication 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, apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper communication etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control communications.
• Identify voice and digital skills and how to enhance a good non face to face presentation.
• Meets commitments to customers.
• Ensure completion of weekly evaluation along with the supervisor and quality team to work on recommendations and resolve any challenges faced over the communications.
• Ensure completion of assigned training on time and attend training as assigned.
• Display ownership to additional tasks as required by superiors.
• Active involvement in day-to-day activities and work allocation alongside the team leader.
• Work closely with the team leader to identify opportunities and improvements. • Ensure completion of assigned training on time and attend training as assigned.
• 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’s

Educational Qualification

• Diploma Graduate or equivalent required.

Work Experience

Competencies

Languages