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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 knack for problem-solving required.
- 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!
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
Research StudySmarter's approach to customer experience. Knowing our values and how we prioritise customer satisfaction can help you align your answers with what we look for in a Customer Experience Executive.
✨Tip Number 3
Prepare examples from your past experiences that showcase your problem-solving skills and ability to handle difficult situations. Be ready to discuss how you maintained customer satisfaction under pressure.
✨Tip Number 4
Practice your communication skills, both verbal and written. As a Customer Experience Executive, you'll need to convey information clearly and empathetically, so consider role-playing scenarios with friends or family.
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.
Showcase Communication Skills: In your application, emphasise your excellent verbal and written communication skills. Provide examples of how you've successfully communicated with customers in previous roles, especially in challenging situations.
Highlight Multitasking Abilities: Demonstrate your ability to multitask and prioritise by sharing experiences where you managed multiple customer inquiries or tasks simultaneously. This will show that you're well-suited for the fast-paced environment of a Customer Experience Executive.
How to prepare for a job interview at MBM Executive Travel Recruitment
✨Showcase Your Customer Service Skills
As a Customer Experience Executive, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully handled complaints or improved customer satisfaction. This will demonstrate your capability to excel in the role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific situations where you faced challenges and how you resolved them. Highlight your calm and empathetic approach, as these traits are essential for managing customer complaints effectively.
✨Familiarise Yourself with NPS and Feedback Systems
Understanding Net Promoter Score (NPS) and how feedback systems like Feefo work can set you apart. Research these concepts and be prepared to discuss how you would contribute to meeting or exceeding NPS targets in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about how you would manage tour changes or cancellations, and be ready to explain your thought process and actions clearly.
