Call Center Executive

Key Responsibilities:

Build and maintain strong, long-lasting client relationships and ensuring their needs are met and delivering a seamless post-sales experience that drives retention and growth. This role acts as the bridge between our clients and internal teams, ensuring consistent satisfaction and service excellence.

Drive client retention by proactively managing customer satisfaction and issue resolution.

Understand client preferences and requirements having a proactive engagement mechanism; align our service Team to help them succeed.

Monitor customer health metrics and proactively address risks and opportunities.

Identify upsell and cross-sell opportunities and align our Team to close them.

Advocate for the customer by relaying Customer feedback to internal teams for product improvement/Service standards..

Managing to ensure customer retention and customer satisfaction, coordinate as required with internal teams (operations, support, etc.) to resolve service issues quickly and efficiently.

Serve as a point of contact for resolving customer concerns and coordinating internal resources to ensure a seamless customer experience.

Develop long-term relationships with key stakeholders and decision-makers.

Track and analyze key account metrics - client usage, engagement and satisfaction metrics and report on KPI/other service quality indicators and modify SOP doing RCA.

Ensure service level agreements (SLAs) are met or exceeded and ensure Service operations are met with adequate training as required.