Customer Service Specialist

Company Description Hitech Automation Solutions Private Limited, founded in 1988 by the late Shri K.C. Patel, focuses on empowering the Indian DTY industry through advanced automation technologies. The company began with Oil Drives and Non-Contact Yarn Detectors, responding to industry needs for reliable yarn production tools. In 1993, Hitech introduced an Online Yarn Tension Monitoring System, leading to the installation of over half a million tension sensors worldwide. Continuing its innovation, Hitech launched development of an Auto Doffing System in 2013 to automate DTY plant operations and reduce labor fatigue. Today, the company is recognized for its commitment to quality, global reach, and technologically advanced solutions in the textile sector.
Role Description The Customer Service Specialist is a full-time hybrid role based in Surat, with some flexibility for work-from-home. The specialist will handle incoming customer inquiries via phone, email, and other channels, providing accurate information and resolving issues promptly. Daily responsibilities include logging and tracking cases, coordinating with internal technical and sales teams, and ensuring timely follow-up until resolution. The role also involves maintaining high standards of phone etiquette, gathering customer feedback, and contributing to continuous improvement of customer experience. The specialist will support both domestic and international clients, helping them use Hitech’s products effectively and promoting long-term customer satisfaction.
Qualifications
Strong customer-facing skills, including Customer Service and Customer Support, with the ability to resolve queries and issues efficiently.
Focus on Customer Satisfaction and Customer Experience, demonstrating empathy, patience, and a solution-oriented mindset.
Professional Phone Etiquette, clear verbal communication, and active listening abilities.
Excellent written and spoken English; knowledge of local languages is an advantage.
Basic technical aptitude to understand industrial automation or textile machinery products (training can be provided).
Ability to work in a hybrid setting in Surat, manage time effectively, and handle multiple cases simultaneously.
Experience in customer support, call center, or service coordination roles preferred.
Minimum of a diploma or bachelor’s degree in any discipline; education in engineering, business, or related fields is beneficial.

Work arrangement
Hybrid