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.

Skills

• Sales
• Leadership Skill
• Business Development
• Communication
• Sales Management

Requirements

• Job Role Head of Sales
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

• 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)

Other Requirements

Education: Graduation in any stream with minimum 50%

Skills: Excellent communication skills in English

Characteristics: Go getter and leadership abilities

Good to have

Not provided

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.