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’s

Educational Qualification

Work Experience

• 2-3 years of customer service experience preferred
  

Languages

• English a must; bilingual