International Customer Care Executive

About ACME Visa Solutions

ACME Visa Solutions is a leading immigration consultancy dedicated to simplifying the complex process of international study and work visas. With a strong commitment to client satisfaction and a growing global footprint, we empower individuals to achieve their aspirations of living, working, or studying abroad. As we expand our services to cater to the UK market, we are looking for a highly motivated and customer-centric International Customer Care Executive to join our team in Ludhiana.

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Job Summary

The International Customer Care Executive will be the primary point of contact for our clients from the United Kingdom, providing exceptional support and guidance regarding their immigration and visa-related queries. This role demands a strong understanding of UK immigration processes, excellent communication skills with a neutral accent, and a compassionate approach to addressing client concerns.

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Key Responsibilities

• Inbound & Outbound Call Handling:
• Answer incoming calls from UK-based clients promptly and professionally, addressing their inquiries regarding various visa categories (e.g., student visas, work visas, family visas, visitor visas).
• Make outbound calls to follow up on applications, provide updates, gather necessary information, and ensure client satisfaction.
• Manage a high volume of calls while maintaining a high level of service quality and efficiency.
• Query Resolution:
• Provide accurate and up-to-date information on UK immigration policies, procedures, document requirements, and application processes.
• Effectively resolve customer complaints and issues, escalating complex cases to senior consultants or relevant departments when necessary, ensuring timely and satisfactory resolution.
• Guide clients through online application portals and clarify steps in the visa application journey.
• Client Relationship Management:
• Build rapport and trust with clients, demonstrating empathy and understanding of their individual situations.
• Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
• Ensure a positive customer experience at every touchpoint, contributing to client retention and positive word-of-mouth.
• Knowledge & Compliance:
• Stay continuously updated with the latest UK immigration laws, policies, and procedural changes through ongoing training and self-study.
• Ensure all advice and information provided to clients are compliant with current immigration regulations and company guidelines.
• Adhere to data protection and confidentiality protocols, especially when handling sensitive client information.
• Collaboration:
• Work closely with immigration consultants, admissions officers, and other internal teams to ensure seamless service delivery.
• Provide feedback to management on common customer queries and areas for service improvement.

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Required Qualifications & Skills

• Education: Bachelor's degree in any discipline.
• Experience:
• Minimum of 1-3 years of proven experience in an international customer care role, preferably within the immigration, education, or travel industry.
• Prior experience handling calls from UK or other Western countries is a significant advantage.
• Familiarity with UK visa categories and immigration processes is highly desirable.
• Language Proficiency:
• Exceptional verbal and written communication skills in English, with a neutral accent and clear diction, suitable for interacting with UK customers.
• Technical Skills:
• Proficiency in using CRM software and other customer service tools.
• Strong computer literacy, including MS Office Suite (Word, Excel, Outlook).
• Soft Skills:
• Excellent active listening skills and the ability to empathize with customer concerns.
• Strong problem-solving and analytical abilities to address diverse client needs.
• High level of patience, professionalism, and resilience under pressure.
• Ability to multitask and manage time effectively in a fast-paced call center environment.
• Detail-oriented with a commitment to accuracy.
• Strong team player with a collaborative approach.

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What ACME Visa Solutions Offers

• Competitive salary with performance-based incentives.
• Opportunity to work with an international client base and gain valuable global exposure.
• Comprehensive training on UK immigration policies and procedures.
• Professional growth and development opportunities within a growing organization.
• A dynamic, supportive, and multicultural work environment in Ludhiana.

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How to Apply

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and suitability for this role to hr@acmevisa.com with the subject line "CV for International Customer Care Executive (UK Market) - Ludhiana Application."

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ACME Visa Solutions is an equal opportunity employer and is committed to creating a diverse and inclusive workplace.