وصف الوظيفة
Role Overview
Customer Success Executive at AWR Group. The role is based in a contact centre environment and is responsible for ensuring customers achieve their desired outcomes while using the company's products or services.
Company Overview
AW Rostamani Group is a leading multi-sector family business in the Middle East, driven by a legacy of over seven decades. Operations span automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging. The Group serves over 155,000 customers and 24,000 businesses annually, supported by a diverse team of more than 3,000 employees. Guided by its purpose to enrich lives across generations, AW Rostamani Group is dedicated to building purposeful businesses that meaningfully impact people, industries and the planet.
Role Purpose
To ensure customers achieve their desired outcomes while using the company's products or services by providing proactive support, guidance, and relationship management. The Customer Success Executive is responsible for driving customer satisfaction, retention, and growth by helping clients maximize value and ensuring a seamless post-sale experience.
Key Responsibilities
Revenue & Customer Acquisition
- Generate revenue by creating high quality customer appointments and providing customer experience standards that exceed customer expectations.
- Generate appointments for Sales and Aftersales functions and ensure that quality of appointments and professionalism on call is maintained.
- Build rapport with customers to increase overall customer retention and customer lifetime value.
Customer Support & Experience
- 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, emails 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 and 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.
- Meet commitments to customers.
Performance & Compliance
- Work towards meeting and excelling qualitative and revenue generating KPIs.
- Meet the required SLAs and KPIs.
- Ensure completion of weekly evaluation along with the supervisor and quality team to work on recommendations and resolve any challenges faced over the communications.
- Contribute to the team effort to ensure all department goals and targets are achieved.
Professional Development & Team Collaboration
- Ensure completion of assigned training on time and attend training as assigned.
- Work closely with the team leader to identify opportunities and improvements.
- Active involvement in day-to-day activities and work allocation alongside the team leader.
- Display ownership to additional tasks as required by superiors.
- Ensure complete adherence to company policies and floor instructions.
- Display time flexibility towards shifts as per work floor requirements.
Qualifications & Experience
- Diploma Graduate or equivalent required.
- 3 years of customer service experience required within a contact centre environment.
Skills & Competencies
- Excellent communication skills, written and spoken.
- Advanced skills with Microsoft Office.
- Fluent in English.
- Any additional language is advantageous.