As a Pre-Sales Executive in the dynamic automotive industry of the UAE, you will play a crucial role in ensuring excellent customer service and converting leads into potential customers. You will be responsible for handling inbound and outbound calls, chats, and WhatsApp messages promptly and efficiently. The successful candidate must have exceptional communication skills and a passion for providing a seamless customer experience.
1. Efficient Call Handling:
– Answer all incoming calls within 30 seconds and avoid missing any calls.
– Call back missed calls within 15 minutes to address customer inquiries and requirements promptly.
2. Lead Management:
– Deal with new leads within a maximum of 2 hours from the time of inquiry.
– Follow the pre-queue lead distribution process to ensure equitable handling of leads.
3. Call Transfer and Chat Management:
– Transfer calls to appropriate departments when necessary for a more specialized response.
– Manage live chats and WhatsApp inquiries efficiently, providing accurate and timely information.
4. Follow-Up Scripts and FAQ:
– Utilize follow-up call scripts to engage potential customers and nurture leads effectively.
– Create and maintain a comprehensive FAQ document to address common customer queries.
5. Lead Reporting and Quality Check:
– Maintain detailed lead reports and update them with accurate information.
– Conduct quality checks of calls, chats, and emails to ensure adherence to established standards.
6. Customer Satisfaction:
– Strive to achieve a Customer Satisfaction (CSAT) and Net Promoter Score (NPS) rating of > 4 stars.
– Address customer feedback and concerns with empathy and effective problem-solving.
7. Average Handling Time (AHT) Targets:
– Aim for an AHT of incoming calls within a maximum of 3 minutes.
– Ensure AHT for outgoing calls does not exceed 5 minutes.
8. Outbound Calling:
– Make a minimum of 50 new outbound calls daily to potential customers.
– Diligently follow up with leads generated through outbound calling efforts.
9. Lead Recall:
– Recall old leads every 180 days to re-engage potential customers and explore new opportunities.
10. Information Tracking:
– Effectively track relevant information from incoming calls to provide personalized customer support.
1. Proven experience in a customer-facing role, preferably in the automotive or related industry.
2. Excellent communication skills and fluency in English, Spanish, French, Russian and Arabic languages.
3. Ability to multitask and manage time effectively to meet response time targets.
4. Strong attention to detail and accurate data entry skills.
5. Customer-centric mindset with a focus on delivering exceptional service.
6. Proficiency in using CRM software.
7. Enthusiasm for the automotive industry and willingness to learn about new car models and features.