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Customer Experience Executive
MBM Executive Travel Recruitment
Greater London
Hybrid
GBP 20,000 - 30,000
Full time
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Job summary
Join a forward-thinking company as a Customer Experience Executive, where your role will be pivotal in enhancing customer satisfaction. You'll support the Customer Experience Manager by providing exceptional service, handling complaints, and assisting with holiday changes. This entry-level position offers the chance to develop your skills in a friendly team while enjoying a hybrid working environment. If you are passionate about customer service and eager to learn in the travel industry, this is the perfect opportunity for you to grow and make a difference.
Qualifications
- Experience in a customer-facing role, ideally in travel or hospitality.
- Excellent verbal and written communication skills.
Responsibilities
- Log, investigate, and respond to customer complaints via phone and email.
- Support efforts to meet/exceed NPS targets and monitor feedback.
Skills
Job description
As the Customer Experience Executive, you will support the Customer Experience Manager by providing excellent customer service, handling complaints, assisting with holiday changes, and maintaining customer satisfaction. Balance customer focus with commercial awareness to ensure customer retention.
Key Responsibilities as Customer Experience Executive:
- Complaint Handling: Log, investigate, and respond to complaints via phone and email, aiming for resolution within 14 days (ABTA 28-day guideline).
- NPS & Feedback: Support efforts to meet/exceed NPS targets. Monitor and respond to Feefo and CSQ feedback, escalating issues as needed.
- Compensation: Process, log, and report on compensation and goodwill gestures.
- Customer Vetting: Work with leaders to assess customers’ suitability for specific activities, ensuring sensitivity and retention.
- Pre-Departure & Incidents: Assist with communication for tour changes, cancellations, and incident management.
- Health & Safety: Develop a basic understanding and support audits as needed.
- Customer Communication: Handle daily customer calls, ensuring a personalized and positive experience.
- Sales & Reservations: Learn the reservation system to assist during busy periods.
As Customer Experience Executive, you will have:
- Experience in a customer-facing role, ideally in travel or hospitality.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a calm, empathetic approach.
- Ability to multitask, prioritize, and work independently.
- Organized, detail-oriented, and commercially aware.
- Interest in Health & Safety and a willingness to learn.
Offering hybrid working in a friendly team with a good base salary and industry related benefits.
Entry level
Full-time
Customer Service and Administrative
Travel Arrangements and Hospitality
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