Customer Support Specialist

Job Title: Customer Support Specialist

Company: Technomine

Location: Gujarat (CG Road, Ahmedabad)

Shift Timings: 09:00 PM to 06:00 AM (Night Shift)

About Technomine

• Founded in 2008, Technomine is a client-centric Business Process Outsourcing and Knowledge Process Outsourcing partner based in India.
• Provides high-quality services to clients globally in the United States, United Kingdom, Europe, and the Middle East.
• Serves clients in Video Surveillance, Travel Industry, Healthcare Industry, Medical Record Retrieval, Accounting Services, Recruitment firms, and IT enabled Enterprise solutions.
• Offers on-site support across the globe.
• Has over ten years of experience and excellence in service.

About the Role

• Seeking an individual with experience in managing a team of customer service agents (international customers).
• Opportunity to join a new growing team with excellent career growth opportunities.

Key Responsibilities

• Identify opportunities to enhance internal processes for best practice, performance improvement, and organizational efficiency.
• Coordinate the activities of the Customer Service team; provide support and advice to team members.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Produce written reports when required.
• Attend to customer and client queries from foreign destinations for Hotel/flight booking.
• Respond professionally to inbound phone calls and emails, including urgent situations.
• Attend to incoming calls and emails from travel booking customers and understand their problems.
• Act as a first point of contact to handle and resolve customer reservations, after-sales inquiries, bookings, documentation, and complaints handling.
• Handle outbound tourism by communicating with suppliers.
• Follow up with Travel Agents and Suppliers for Outbound packages.
• Monitor various channels where customers may post their grievances (e.g., email, forums, chat support).
• Provide prompt suggestions of ideas and solutions to customer problems.
• Ensure customers are satisfied with resolutions.
• Send email confirmations detailing resolutions and requesting customer feedback.
• Document common customer queries and integrate them into the Frequently Asked Questions module.
• Maintain a deep understanding of product, service, and industry knowledge to discuss relevant features and functionality with customers.

Requirements & Tech Stack

• Experience in managing a team of customer service agents (international customers).
• Experience in the Travel Industry.
• Familiarity with handling Hotel/flight booking queries.
• Proficiency in responding to inbound phone calls and emails.
• Experience with customer reservations.
• Experience with after-sales inquiries, bookings, documentation, and complaints handling.
• Experience in communicating with suppliers and Travel Agents.
• Experience monitoring customer grievances through email, forums, and chat support.
• Experience with outbound tourism communication.
• Skill in documenting common customer queries for Frequently Asked Questions modules.
• Ability to maintain deep product, service, and industry knowledge.