Customer Care Executive

Assist clients over the phone and respond to the support tickets promptly within the service level agreed time and in a professional manner
Answer the support phone within 2 rings with correct PF greeting
When transferring the call, brief your colleagues about the caller’s request before transferring
Conduct onboarding calls for new clients and re-engagement calls for clients due for renewal.
Build a good rapport with the customer and understand their needs
Listen, ask clarifying questions, identify the customer enquiries and answer them promptly
For non technical issues, determine a solution and carry it out promptly with the customer
For technical issues, diagnose the problem the customer is facing and escalate to the technical team in UAE
Validate solutions provided by the technical team before communicating with the client
Report to the team manager on any issue which requires further action
Communicate clearly with the client on time frames and solutions, being careful not to over-promise, and follow up with client when required
Assist with internal processes and share insights and solutions amongst the team to help increase knowledge of the team
All inbound and outbound client communication is updated in Salesforce with notes of each contact point
Refer all opportunities for upsell to the Account Manager in a timely manner via Salesforce