Customer Care Executive

About the Role

As a Customer Care Executive at Perfect Vision in Dammam, you will be the primary contact for clients following the installation of our solutions. Your role ensures every installation is successful, customers remain content, and ongoing engagement is maintained after the sale.

Key Responsibilities

• Proactively follow up with clients from an assigned list after installation to confirm satisfaction and functionality.
• Contact clients who may be unaware of scheduled or pending installations, coordinating these appointments with the installation team.
• Address client inquiries and resolve service issues, escalating to appropriate teams when necessary.
• Monitor client engagement and notify the sales team when follow-up visits are overdue to avoid missed opportunities.
• Consistently inquire about clients' needs for additional devices or products and relay potential upsell leads to the sales department.
• Develop enduring, trust-based relationships to support retention and repeat purchases.
• Maintain thorough CRM records of all calls, issues, and opportunities.
• Collaborate with sales, technical, and operational teams to ensure a seamless client experience.

Requirements

• 1 to 3 years of experience in customer service, client care, or call centers, preferably within a technical or product-focused company.
• A warm, patient, and professional telephone demeanor.
• Fluency in both Arabic and English languages.
• Strong organizational skills to manage a full client list and ensure timely follow-ups.
• Comfortable using CRM systems to track clients and log activities.
• A proactive and helpful approach with the ability to identify and communicate sales opportunities.
• Basic understanding of the company’s products to explain installations and address common questions.
• A bachelor's degree or diploma is preferred.

Success Metrics (KPIs)

• Client satisfaction levels obtained from follow-up calls.
• Percentage of installed clients contacted as scheduled.
• Number of overdue visit alerts generated for the sales team.
• Quantity and quality of upsell leads forwarded to sales.
• Speed of issue resolution or escalation.
• Accuracy and completeness of CRM records.

Inclusion & Diversity

Perfect Vision is committed to equal opportunities and fostering diversity. We welcome applications from all candidates, including individuals with motor disabilities, providing accessible and supportive facilities to ensure their success in the workplace.