Job Description
The After Sales Executive plays a crucial role in the organization, ensuring a seamless onboarding experience for new customers while gathering feedback to enhance the process. This role involves engaging with customers in their post-sale stage, collecting their insights, addressing concerns or suggestions, and working closely with internal teams to improve the onboarding journey, all while identifying potential business opportunities. The ideal candidate will build strong relationships with customers, offer clear support and guidance as needed, and facilitate the resolution of their requirements. By leveraging information provided by the division and conducting thorough investigations, they will ensure that customer inquiries and concerns are effectively addressed and resolved.
Responsibilities:
- Contact new customers to welcome them and guide them through the onboarding process.
- Gather and analyze feedback from customers regarding their onboarding experience.
- Address any immediate concerns or issues customers may have during the onboarding phase.
- Provide detailed and actionable feedback to internal teams to improve the onboarding process.
- Maintain accurate records of customer interactions and feedback in the CRM system.
- Collaborate with sales, product, and customer service teams to ensure a seamless customer journey.
- Monitor customer satisfaction levels and work proactively to enhance the overall customer experience.
- Identify patterns and trends in customer feedback and suggest improvements to products, services, and processes.
- Stay updated on product/service knowledge and company policies to provide accurate information to customers.
- Work as a team with all the departments involved to ensure efficient handling of any requirement from the clients or partners.
Requirements- Bachelor's degree is preferred.
- Minimum of 2 years of experience in complaints handling and/or a background in customer service.
- Advanced Excel, Prior experience with CRM software and Microsoft Office tools (Outlook, Calendar, Surveys, etc.).
- Previous exposure/training on problem-solving methodologies such as Lean, Six Sigma, Kaizen, etc.
- Full English proficiency is required.
- Additional spoken languages are a plus.
- Passion for customer service commercial approach.
- Strong personality and outstanding communication skills.
- Analytical and problem-solving mindset.
- Knowledge of the company’s products and services.
Benefits- International team (over 62 nationalities)
- 24 annual leave days
- Annual flight home
- Life insurance plan
- Medical insurance plan (with the option to upgrade at your own cost)
- Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
