Customer Success Executive

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.