Customer Success Executive

· 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

· 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

· 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

· Effectively manage job stress and handle difficult customers or angry callers

· Apply appropriate actions to control communications and maintain professionalism

· 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

· 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

· 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

Educational Qualification

· · Bachelor’s Degree or equivalent in a related field

Work Experience

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

Competencies

· · 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 are required