Customer Experience Agent

Responsibilities

• Outbound Transaction Management: Proactively manage and resolve issues related to pre-booked package holiday components for Czech customers (flights, hotels, transfers, etc.).
• Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.
• Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
• Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Czech market.
• Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in Polish.
• Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in Czech.

Requirements

• Language Fluency (Essential): Native or near-native level fluency in Czech, combined with excellent verbal and written communication in English.
• Communication & Negotiation: Exceptional verbal communication skills, including the ability to conduct professional outbound calls for sensitive escalation cases.
• Customer Service Experience: Previous experience in a high-volume customer service or contact centre environment—ideally in travel, but not a necessity.
• Social Media Proficiency: Demonstrable experience in managing public customer interactions and resolving issues via social media platforms (Facebook, Twitter).
• Attention to Detail: Meticulous approach to proofreading, translation, and data entry for content accuracy.
• Strong Technical Abilities: Proficient in using web-based applications for multiple hotel suppliers, airlines, and our internal systems.
• Adaptability: Ability to multi-task, prioritise, and manage time effectively in a fast-paced environment and adapt quickly to potential shifts toward handling inbound transactions.
• Desirable: Fluency in German is highly beneficial.