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- Tasks: Support the Customer Experience Manager by providing top-notch customer service and handling complaints.
- Company: Join a dynamic team in the travel industry focused on customer satisfaction and retention.
- Benefits: Enjoy hybrid working, a competitive salary, and industry-related perks.
- Why this job: Be part of a friendly team that values your input and offers growth opportunities.
- Qualifications: Experience in customer service, strong communication skills, and a problem-solving mindset are essential.
- Other info: Contact Lisa to apply and kickstart your career in customer experience!
The predicted salary is between 28800 - 43200 £ per year.
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:
- 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.
To apply, contact Lisa now!
Customer Experience Executive employer: MBM Executive Travel Recruitment
Contact Detail:
MBM Executive Travel Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Familiarise yourself with common customer service scenarios in the travel and hospitality sectors. Understanding how to handle complaints and provide excellent service will give you an edge during interviews.
✨Tip Number 2
Brush up on your knowledge of NPS (Net Promoter Score) and customer feedback systems like Feefo. Being able to discuss how you've contributed to improving customer satisfaction in previous roles can really impress us.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've successfully resolved customer issues in the past. This will demonstrate your calm and empathetic approach, which is crucial for this role.
✨Tip Number 4
Research our company culture and values. Understanding what we stand for will help you align your answers with our expectations and show that you're genuinely interested in being part of our team.
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in travel or hospitality. Use specific examples that demonstrate your problem-solving skills and ability to handle complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention how your skills align with the responsibilities of the Customer Experience Executive role, such as handling complaints and ensuring customer satisfaction.
Highlight Communication Skills: In both your CV and cover letter, emphasise your excellent verbal and written communication skills. Provide examples of how you've successfully communicated with customers in previous roles.
Showcase Your Organisational Skills: Demonstrate your ability to multitask and prioritise by providing examples from past experiences. This is crucial for managing customer calls and assisting with reservations during busy periods.
How to prepare for a job interview at MBM Executive Travel Recruitment
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer-facing roles. Share specific examples of how you've handled complaints or difficult situations, demonstrating your problem-solving abilities and calm approach.
✨Demonstrate Empathy and Communication
During the interview, focus on your communication skills. Practice active listening and respond thoughtfully to questions. Show that you can connect with customers on a personal level, which is crucial for a Customer Experience Executive.
✨Familiarise Yourself with NPS and Feedback Systems
Research Net Promoter Score (NPS) and how feedback systems like Feefo work. Be prepared to discuss how you would use these tools to enhance customer satisfaction and retention, as this will show your commercial awareness.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle complaints and manage customer expectations. Think of examples from your past experiences where you successfully resolved issues and maintained customer satisfaction.
