AW Rostamani
Customer Success Executive
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 10/04/2026
Job overview
Date posted
25/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Job description
The Customer Success Executive is responsible for Revenue Support & Service Standards by assisting in generating quality appointments through outbound communication and inbound communication, ensuring a smooth customer journey and supporting the achievement of team revenue goals. The role requires maintaining a courteous and professional attitude, providing accurate information, and generating revenue by creating high quality customer appointments while delivering customer service standards that exceed customer expectations to increase customer retention and customer lifetime value. The position ensures accuracy in capturing customer details and appointment requests in CRM systems, follows brand guidelines when booking appointments for respective Business units, and applies brand specific guidelines to ensure quality of appointments and generated revenue and conversions. The executive works towards achieving assigned qualitative KPIs related to customer handling, call quality, service consistency, and meets required SLA’s and KPI’s. Responsibilities include supporting team initiatives aimed at improving customer interactions and conversion rates, providing prompt resolution to customer queries, following customer connect protocols to provide a seamless experience across various points of the customer journey, and providing superior service via phones and e-mails as both receiver and caller. The role requires effective call handling including call transfers, message taking, call backs, call holds management, handling interruptions and unintentional disconnects, applying proper telephone etiquette, controlling telephone calls effectively, enhancing voice presentation skills, and maintaining professionalism during all customer interactions especially over calls and emails. The position ensures complete adherence to company policies and floor instructions, displays time flexibility towards shifts as per work floor requirements, meets commitments to customers, and contributes to improving overall customer satisfaction, loyalty, relations, and conversions. The role is based in the United Arab Emirates within AW Rostamani Group, a leading multi-sector family business operating across automotive, real estate, retail, lighting solutions, travel, logistics, agritech, and sustainable packaging sectors, serving over 155,000 customers and 24,000 businesses annually with more than 3,000 employees.
Required skills
Key responsibilities
- Generate high quality customer appointments through structured outbound communication and responsive inbound communication, ensuring strict adherence to brand guidelines compliance for respective Business units, maintaining accuracy in customer data capture within CRM systems, and contributing directly to revenue generation and improved conversion rates by aligning every interaction with defined service standards and customer journey expectations.
- Provide superior service via phones and email communication as both receiver and caller, ensuring all interactions reflect professionalism, proper telephone etiquette, customer connect protocols, and voice presentation skills, while delivering accurate information that enhances customer satisfaction, loyalty, retention, and overall customer lifetime value.
- Achieve assigned qualitative KPIs related to customer handling, call quality monitoring, service consistency, and SLA management by maintaining structured call handling processes, applying performance benchmarks, and ensuring that daily operational outputs directly support team revenue goals and organisational performance standards.
- Manage end-to-end call handling activities including call transfers, message taking, call backs, call holds management, handling interruptions and unintentional disconnects, and applying appropriate actions to effectively control telephone calls while maintaining service continuity and minimizing revenue leakage opportunities.
- Ensure precise customer data capture and appointment booking accuracy in CRM systems by verifying customer details, documenting interactions comprehensively, updating records in real time, and maintaining data integrity to support reporting accuracy and business intelligence requirements.
- Provide prompt resolution to customer queries by actively listening, applying structured questioning techniques, addressing concerns efficiently, and escalating issues where necessary to ensure seamless service delivery and sustained positive customer relations across the entire customer journey.
- Support team initiatives aimed at improving customer interactions and conversion rates by aligning daily operational activities with revenue support objectives, maintaining consistent service standards, and reinforcing best practices in appointment booking, customer engagement, and compliance with internal policies.
- Ensure complete adherence to company policies, floor instructions, SLA’s and KPI’s while demonstrating shift scheduling compliance and flexibility toward work floor requirements, maintaining consistent performance levels under operational demands and upholding commitments made to customers at all times.
Experience & skills
- Possess a Diploma graduate qualification or equivalent supported by 2-3 years of customer service experience preferred, demonstrating practical exposure to appointment booking, inbound communication, outbound communication, and structured revenue generation support within a service-driven environment.
- Demonstrate hands-on proficiency in CRM systems including accurate customer data capture, appointment request documentation, record updating, and maintaining data accuracy to support KPI tracking, SLA management, and performance reporting requirements.
- Exhibit operational knowledge of KPI tracking and SLA management frameworks, ensuring measurable alignment between individual performance metrics, call quality monitoring benchmarks, revenue targets, and broader organisational service standards.
- Apply advanced call handling capabilities including call transfers, message taking, call backs, call holds management, interruption handling, and structured telephone etiquette while maintaining voice presentation skills that enhance professional telephone communication effectiveness.
- Maintain strong capability in email communication and phone-based customer engagement, ensuring consistency in messaging, brand guidelines compliance, and adherence to customer connect protocols to support seamless multi-channel service delivery.
- Demonstrate ability to generate high quality customer appointments that directly contribute to revenue generation and improved conversion rates, ensuring appointment accuracy, proper qualification of customer intent, and adherence to business unit guidelines.
- Ensure compliance with company policies, floor instructions, shift scheduling compliance requirements, and performance governance standards while consistently meeting assigned SLA’s and KPI’s under operational timelines.
- Maintain English language proficiency as a must, with bilingual capability preferred, enabling effective communication across diverse customer segments and ensuring clarity, accuracy, and professionalism in both verbal and written interactions.
- Exhibit ability to maintain service consistency under job stress, manage complex customer scenarios professionally, and sustain high call quality monitoring standards that positively impact customer satisfaction and overall customer lifetime value.