Senior Customer Experience Executive

2 weeks ago

Hertfordshire, United Kingdom C&M Executive Recruitment Full time

**Customer Experience Executive, Hertfordshire,**
We are seeking and a Senior Customer Experience Executive to join this expanding tour operator based in Hertfordshire. They are seeking an dynamic and motivated individual with real customer focus to join the friendly team. The role is focused on knowledgeable, friendly and efficient customer service and with a great salary on offer.

**Customer Experience Executives**:

- Providing a superior service standard to all customers using voice and written word with the ability to multitask and switch between different communication channels in a very busy environment
- Understanding the needs, motivations and emotions of customers and providing prompt and accurate responses to enquires
- Working under pressure and with conflicting tight deadlines to meet service level agreements and analyse problems and provide solutions in complex situations
- In line with company policy, log investigate and respond to all pre and post-departure complaints, liaising with internal departments and Resort teams, where required.
- Analysis of complaint types to provide the most suitable and commercially viable resolution and communicate sensitively with customers to defuse potentially negative situations.
- Always strive to accelerate and encourage company growth and profit margins when dealing with situations that require resolution whilst mitigating reputational risk and compensation and liability claims
- Assisting with customer journey mapping and identifying pain points for customers and implementing ways to resolve and improve these as quickly as possible working with internal Web, Product, Marketing, Customer Service and/or Resort teams
- Assist in identifying complaint trends or patterns with Quality Assurance research Effectively managing bookings made via different distribution channels and service customers as we expand and growth into the international market
- Contact deflection projects and writing top tips & website FAQs

**Customer Experience Executive**:

- Travel Reservations/Customer Service Experience Essential
- 5/10 years experience
- Knowledge of European Destination Desirable
- Motivated and Reliable
- Flexible approach to work
- Excellent Customer Service skills

**Additional information**
- 1 in 2 full weekends you will be required to work

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