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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 kickstart your journey in an exciting role!
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 can contribute to improving these metrics will show your commitment to customer satisfaction.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved customer issues or improved customer satisfaction. This will demonstrate your problem-solving skills and ability to remain calm under pressure.
✨Tip Number 4
Research StudySmarter's approach to customer experience and be ready to discuss how you can align with our values. Showing that you understand our mission will make you a more appealing candidate.
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 Relevant Skills: In your application, emphasise your communication skills and ability to multitask. Provide examples of how you've successfully managed customer interactions and resolved issues in previous roles.
Show Enthusiasm for Learning: Express your willingness to learn about health and safety protocols and the reservation system. This shows that you are proactive and eager to contribute to the team’s success.
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 this is essential for handling 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.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's approach to customer experience and how they handle complaints. This shows your genuine interest in the role and helps you assess if the company aligns with your values.
