Customer Experience Executive

Customer Experience Executive – Travel Sector. We're looking for a Customer Experience Executive to join our clients friendly team! 25K-26K. Hertfordshire. Monday-Friday 9am - 5.30pm. Hybrid in the office Tuesday - Thursday.  

Customer Experience Executive Position Overview:
We're on the hunt for a committed Customer Experience Executive who will play a key role in enhancing the travel journey for our clients. You'll focus on resolving concerns, addressing feedback, and consistently delivering high-quality support. This position reports directly to the Customer Experience Manager and is essential in maintaining client satisfaction while aligning with operational goals.

Primary Duties Include:
• Resolving Customer Complaints – Accurately record, assess, and address customer issues via phone and written communication, adhering to ABTA regulations and aiming for prompt, effective resolutions.
• Handling Customer Feedback – Review FEEFO insights and responses from Customer Satisfaction Surveys, taking appropriate action and flagging recurring themes to drive service enhancements.
• Retaining Customers & Managing Travel Changes – Notify clients about itinerary alterations, provide suitable alternatives, and assist in managing travel disruptions or emergency responses.
• Processing Compensation – Oversee the administration of goodwill offerings and reimbursement claims in a timely and efficient manner.
• Assessing Customer Suitability – Coordinate with internal teams to verify that travel plans align with the individual needs and capabilities of customers.
• Pre-Trip Communication – Help travellers navigate holiday updates, cancellations, and offer suitable travel alternatives as needed.
• Promoting Health & Safety Standards – Stay informed about health and safety procedures and support the organization’s compliance and auditing practices.
• Customer Contact via Phone & Digital Platforms – Deliver courteous, helpful service while ensuring accurate documentation through effective record-keeping systems.
• Sales & Booking Assistance – Gain familiarity with our reservation procedures to better support customers and offer assistance to sales teams when required.

Customer Experience Executive Experience and Skills required:

• A genuine enthusiasm for providing outstanding service, with a drive to consistently exceed expectations in every customer interaction.

• A professional and engaging phone presence, paired with a true enjoyment of speaking with people over the phone.

• Strong written and spoken communication abilities, with the confidence to engage clearly with customers and important stakeholders.

• A warm and welcoming demeanor that helps put both customers and team members at ease.
  
  If you would like to apply for this Customer Experience Executive role please send your CV to mark@candm.co.uk