Personal Customer Support Executive

3 weeks ago


Brighton, United Kingdom HolidayTaxis Full time

**The Role**:
To be the main point of contact to our key customers, supporting them with all aspects of their booking management. You will get to know our customers in detail, understanding their own value proposition and how transfers play a part in their business growth and development. You will be a specialist for your accounts, responsible for our overall adherence to SLA’s, listening to feedback and ensuring your customers feel fully supported. You will be responsible for operational account management, taking accountability for issue resolution and sharing insight and analysis on any issues faced, to improve process and performance. You will have the autonomy to work collaboratively with customers to resolve booking issues, reporting back on any relevant points into the business. This will include then liaising with internal stakeholders to obtain and then share feedback around any performance concerns customers might have, such as a specific destination complaint ratio and associated updates on action plans etc

**Key Tasks**:

- Acting as the key contact for specific customers, making sure all tasks are being supported as needed by the teams and if required helping directly in those processes.
- Regularly meeting with customers and listening to their feedback, building up great operational partnerships to support business growth.
- Accountability for your key customer SLA’s being upheld at all times, liaising with stakeholders within Operations to ensure that happens.

**Key results/objectives**:

- All aspects of customer SLA’s are met, across all channels and issue types.
- Customer NPS
- Achievement of targeted individual KPI’s around response rates on your own cases.

**All applicants must have the right to work in the UK.**

**Job Type: Fulltime, Permenant**

**Location: Hybrid



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