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HTIC Global

#14, Tower II, Trans Asia Cyber Park Infopark Kochi Phase II, Brahmapuram P.O., Kochi – 682303

Phone0484 - 0402400

Career Opportunities:

Customer Experience Manager

Job purpose

The primary function of the role is to review and analyze current customer experience and make
sure that it is as per the set standards in all channels of service delivery and customer touch
points. The role is to make sure that the customer service standards is maintained consistently
and to reduce customer complaints and increase customer reviews. (Eg: If a customer is promised
to get a call back, we need to make sure that they get the call back). The role is expected to achieve
the goal by consistent feedback, training and auditing.
Duties andresponsibilities
? Primary:
o Develop a customer experience standard and process meeting the bigger picture
goal of HTIC global (All in house clients and external).
o Make sure that customer gets a seamless experience which reduces customer
complaints and increases positive feedbacks

? Secondary
o Develop the CRM initiatives of engaging and consistent communication with the customer
o Manage the loyalty program of the respective business and motivate
customers to jump to respective hierarchy
? Identify, recognize and appreciate loyal customers with feedbacks and

o Bring in initiatives like customer brand ambassadors

? Setting up customer service standards in all customer channels and touch points
o Customer channels: Call center, website, retail offices, GSA offices
o Touch points: Emails, chats, whatsapp, Facebook, Airports, Vouchers
? Making sure that the service standards are maintained through
o Audit of customer channels and touch points and Feedbacks and correction
o Identification of weaker areas and fixing the process (For eg: If any of the
consultants give wrong information to customer, liaise with the respective
division to make sure information is made available for proper functioning)
o Training on all aspects to maintain customer experience
? Case Management: Making sure that all complaints from all customer touch points
and channels are taken care

Email resumes:


Sales Associate - Aeronautical / MBA Freshers

We are looking for energetic and self-motivated telesales professionals who will go out of their way to delight our existing or new customers.

Minimum 2 years of BPO sales (or) sales experience - with good communication skills.
Graduate in any stream
Freshers and experienced can apply for this role.

Salary ranging between 15K to 35K

Email Resumes to: