Customer Experience Executive

About the Role:

My client is seeking a dedicated and enthusiastic Customer Experience Executive to join their dynamic team. This role is perfect for someone who thrives in a fast-paced environment and has a passion for delivering exceptional customer service. You will play a crucial role in ensuring customer satisfaction and retention by handling complaints, providing information about holiday arrangements, and supporting various customer-related activities.

Key Responsibilities:

• Complaint Management: Efficiently log, investigate, and respond to customer complaints within the specified time-frames, aiming for first-time resolution.
• Customer Feedback: Monitor and respond to feedback on platforms like FEEFO, and escalate issues as necessary.
• Customer Satisfaction: Manage responses from Customer Satisfaction Questionnaires, addressing low scores and identifying trends for improvement.
• Compensation Handling: Process and report on compensation or gestures of goodwill in a timely manner.
• Pre-Departure Communications: Assist with communications regarding tour changes and holiday cancellations, promoting alternative options to retain customers.
• Incident Support: Aid in managing day-to-day incidents, ensuring appropriate actions are taken.
• Health & Safety: Maintain a basic understanding of health and safety protocols and assist with audits as needed.
• Customer Interaction: Provide personalised service through daily phone calls, enhancing the overall customer experience.

Skills & Experience:

• Proven experience in a customer-facing role
• Exceptional customer service skills with a natural ability to exceed expectations.
• Strong communication skills, both written and verbal, with a confident telephone manner.
• Friendly, approachable, and empathetic, with the ability to handle challenging scenarios positively.
• Excellent problem-solving skills and the ability to think on your feet.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organisational skills with attention to detail and commercial awareness.
• Interest in health and safety and willingness to learn more in this area.

Why Join Us?

• Be part of a forward-thinking company that values customer experience and satisfaction.
• Opportunity to work in a supportive and collaborative environment.
• Develop your skills and grow within the company.

How to Apply:

If you are passionate about delivering outstanding customer service and meet the above criteria, we would love to hear from you.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.