Customer Success Executive
by AW Rostamani in Real Estate Development & Property Management
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.