Customer Experience Executive

South West London, London, England
£25000 - £40000 per annum
20 Aug 2017
17 Sep 2017
Peter Stratton
Job function
Customer Service
Full Time
Contract Type
Our client is one of the UK's most respected specialist tour operators and has earned a number of accolades over the years at the British Travel Awards, The Guardian & Observer Travel Awards and Condé Nast Traveller Readers' Travel Awards amongst others.

Their success is in large part due to the commitment and dedication of their team members both here in the UK and overseas in ensuring that guests feel valued from the moment they first contact right through to their return home.
An opportunity has arisen for an individual who is genuinely passionate about service to join the team. The successful candidate will be responsible for responding in an appropriate and timely manner to customer communication, mostly post-travel, and have an ability to create positive outcomes for both the client and the company.
The Customer Experience Executive will play a key role in responding to feedback received via customer service questionnaires and working with the overseas teams to put matters right for the future.
Reputation management via online reviews is an important facet of the role and the ability to react quickly to mitigate any negative impact on the business is critical.
Whether you are talking with a client post-holiday, responding to feedback on questionnaires or creating a response to a social media comment, your focus is to restore the client's faith in the company and leave them with a positive lasting impression of the company.
A genuine desire to provide exceptional service and a confident telephone manner are pre-requisites.
Skills and experience
*Experience in a customer focused environment with a strong emphasis on service
*First class English language skills, both written and verbal, essential
*Confident and professional telephone manner
*Strong organisational abilities with impeccable attention to detail
*Ability to work quickly and accurately in a fast-paced environment
*Experience of successfully managing difficult situations
*Understanding of travel law, consumer legislation and ABTA's Code of Conduct useful
*Experience in dealing with legal claims useful