Customer Success Executive (Emirati National)

AW Rostamani Holdings LLC; Sharjah; On-site; AED 78,000 - 123,000; Full time

Job summary

AW Rostamani Holdings LLC is seeking a customer service oriented professional in the United Arab Emirates to generate high-quality appointments for Sales and Aftersales, while ensuring professional handling of calls and seamless customer journeys.

You will support customers via phone and email, maintain strong communication, and collaborate with team leaders to improve processes. A bilingual English-Arabic candidate with strong MS Office skills is preferred.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 1 year of customer service experience in a contact centre environment.
• Strong communication skills and bilingual in English and Arabic.
• Proficient with Microsoft Office tools and basic data entry.

Responsibilities

• Generate high-quality appointments for Sales and Aftersales.
• Maintain quality and professionalism of appointments and calls.
• Meet and exceed qualitative and revenue-generating KPIs.
• Build rapport with customers to increase retention and lifetime value.
• Resolve customer queries promptly to enhance satisfaction and relationships.
• Support customers via phone, email, and other channels.
• Handle transfers, callbacks, holds, interruptions, and disconnects with etiquette.
• Collaborate with team leaders and participate in weekly evaluations.
• Complete assigned training on time and adhere to policies.
• Meet SLAs and conduct regular performance evaluations.

Skills

Customer service

Communication

Time management

Teamwork

MS Office

Education

Bachelor's Degree or equivalent in related field

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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.

Desired Candidate Profile

• 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 centre 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 is required