Customer Success Officer – Canada Immigration

Department: Customer Success

Industry: Canada Immigration & Visa Consulting

Employment Type: Full-Time

Work Mode: Work From Office Only

Shift: Night / Rotational Shifts

Weekly Off: Rotational Roster Offs

Job Overview

We are looking for a Customer Success Officer to manage international clients throughout their Canada immigration journey. The role requires excellent communication, strong customer-handling skills, client retention ability, and the confidence to manage difficult or escalated situations.

Key Responsibilities

- Handle clients through voice calls, WhatsApp/chat, emails, and CRM.
- Maintain excellent verbal and written communication with international clients.
- Handle irritated, demanding, and dissatisfied customers professionally.
- Identify the client's core concern or "heat area" and provide appropriate resolution.
- Manage complaints, escalations, refund requests, sales returns, and chargeback-risk cases.
- Proactively work towards customer retention and relationship protection.
- Follow up with clients and internal teams until issues are properly resolved.
- Maintain accurate client communication and case updates in the CRM.
- Coordinate with Sales, Processing, Documentation, Compliance, and Management teams.
- Follow company SOPs, SLAs, escalation procedures, and compliance requirements.
- Maintain professionalism, empathy, patience, and ownership in every client interaction.

Required Skills

- Excellent verbal and written English communication.
- Strong voice, chat, WhatsApp, and email handling skills.




- Excellent customer-service and conflict-resolution skills.
- Strong presence of mind and problem-solving ability.
- Ability to handle pressure and difficult customers.
- Strong client retention and relationship-management skills.
- Valuable computer and CRM knowledge.
- Strong follow-up and case-closure discipline.

Industry Advantage

Knowledge or experience in Canada Immigration / Visa Consulting will be an added advantage.

Candidates familiar with Express Entry, PNP, Work Permits, Study Permits, Visitor Visas, PR pathways, IRCC processes, and immigration documentation will be preferred.

Shift & Work Requirements

- Work From Office Only – No Remote/Hybrid
- Must be comfortable working Night Shifts.
- Must be comfortable with Rotational Shifts.
- Must be comfortable with Rotational Weekly Offs / Roster Offs.
- Must be flexible according to international business requirements.

Experience

01 to 04 years preferred in Customer Success, Customer Service, International BPO, Client Relationship Management, Customer Retention, Visa & Immigration, or related industries.

Ideal Candidate

Confident | Calm | Empathetic | Persuasive | Solution-Oriented | Client-Focused | Responsible | Proactive The ideal candidate should be capable of turning challenging customer situations into positive client experiences while protecting customer relationships and business interests.

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits

- Food provided
- Leave encashment
- Paid time off

Work Location: In person

📌 Customer Success Officer (Delhi)
🏢 Trikuta Global
📍 Delhi