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. The above statements are intended to describe the general nature and level of work performed by people assigned to this job function. They are not intended to be construed as an exhaustive list of all job duties performed. Management reserves the right to revise or amend duties at any time.