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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 Support Specialist

Job purpose

To showcase exceptional customer experience- Starts with post-sales calls to PAID customers to understand whether they have received what they were expecting. Build a sense of belonging among customers and assure them of our availability in case of concerns.

This activity will continue through customer engagement post the trip to evaluate their final experience. Help the customer fill the Visa questionnaire, check and collect necessary documents to move to the documentation process. Provide necessary updates to the customer. Do proper handover to customer once the documentation is completed. Help the customer to prepare for the visa interview process in the embassy.

Long-term: Understand customer preferences which will help build a database of customer behavior over a period of time. This will help to streamline the product type and marketing activities in the future.

Short term: Plan to drive excellent Customer Experience to guests of and ensure a consistent 5-star rating is received from customers. At the same time, to build a prospective customer database through referrals. The performance will be evaluated through maintaining the process TAT, customer ratings, and referral collections, a number of calls/email/Whatsapp communications with customers.

Duties and responsibilities

Responsibility: KPI
? Target vs actual 5-star ratings/ reviews across multiple channel/ origin and
? Target vs Actual- referral closures/ retained customers
? Nil to minimal complaints on lack of customer support specialist availability
? Maintain process TAT in customer experience team
? Handle a number of calls, Whats app chat with customer & Emails
? Keep the availability in WhatsApp with customers, even in non-working hours Qualifications

Minimum 2 years of experience in the Customer service field

Education: Graduation in any stream with a minimum of 50%

Skills: Excellent communication skills – Verbal & Written, System skills and listening skills

Characteristics: Go-getter and leadership abilities

Working conditions
? Week Off – Friday & Alternate Saturday’s
? Duties will fall in between 9 AM to 11 PM ( 9 hours work)