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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 solutions will give you an edge during interviews.
✨Tip Number 2
Brush up on your communication skills, especially over the phone and via email. Practising how to convey empathy and clarity can help you stand out as a candidate who can provide excellent customer experiences.
✨Tip Number 3
Research StudySmarter's approach to customer experience and their values. Being able to discuss how your personal values align with ours can demonstrate your commitment to our mission.
✨Tip Number 4
Prepare examples from your past experiences that showcase your problem-solving abilities and how you've successfully managed customer interactions. This will help you illustrate your fit for the role effectively.
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. Emphasise your communication skills and any specific achievements related to customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention specific examples of how you've handled complaints or improved customer satisfaction in previous roles.
Highlight Relevant Skills: In your application, clearly outline your problem-solving abilities and your calm, empathetic approach to customer interactions. These are key traits for the Customer Experience Executive role.
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 ready to adapt to the company's needs.
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 and understanding of the role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific situations where you faced challenges in a customer-facing role. Highlight how you approached these problems calmly and empathetically, showcasing your strong problem-solving skills that are essential for this position.
✨Familiarise Yourself with NPS and Feedback Systems
Understanding Net Promoter Score (NPS) and feedback mechanisms like Feefo will give you an edge. Research how these systems work and be prepared to discuss how you can contribute to meeting or exceeding NPS targets in your role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the interview that assess your ability to handle various customer situations. Practice responding to potential scenarios related to complaint handling, compensation, and customer communication to show your readiness for the role.
