HTIC Global - Head - Sales (10-15 yrs)

Location : Cochin only.

Working days : Monday to Thursday, Friday off, alternate Saturday working and Sunday working.

Timing : 10 AM to 7 PM.

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 are 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 And Responsibilities:

Responsibility:

Primary:

- Develop a customer experience standard and process meeting the bigger picture goal of houseoftours.com.

- Make sure that customer gets a seamless experience which reduces customer complaints and increases positive feedbacks.

Duties:

- Setting up customer service standards in all customer channels and touchpoints.

- Customer channels: Call center, website, retail offices, GSA offices.

- Touch points: Emails, chats, whatsapp, Facebook, Airports, Vouchers.

- Making sure that the service standards are maintained through.

- Audit of customer channels and touchpoints and Feedbacks and correction.

- 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).

- Training on all aspects to maintain customer experience.

- Case Management: Making sure that all complaints from all customer touchpoints and channels are taken care.

KPIs:

- Repeat customers: Increase in no: of repeat customers.

- Improvement in conversion rate: leads to customer rate.

- Net promoter scores (Improvement in customer feedback score).

- Customer effort score (This determines the effort the customer take to get to us).

Qualifications:

Education: Post Graduation in any stream with minimum 50%.