Customer Experience Specialist
CUSTOMER EXPERIENCE SPECIALIST
Macs Adventure is a leading UK travel company providing self-guided walking and cycling holidays for thousands of customers every year in over 35 countries. We have been operating since 2003 and as a fast-growing international business our success is driven by being a great place to work with the right people in the right roles, doing the right thing.
We are currently looking to recruit a ‘Customer Experience Specialist’ to join our Customer Operations department at MACS.
Reporting to the Sales & Customer Experience Manager, you will drive all aspects of customer service to ensure that our customers enjoy authentic, transformative travel experiences. When things go wrong, we put them right - we put ourselves in the customer’s shoes!
You will co-ordinate an improvement culture with a 'no blame' approach that ensures product quality, customer service and documentation meet standards. In addition to enabling our customers to have a great experience, you have the opportunity to make an impact on the success of a fast-growing international business and your own personal career development.
Your role will be multi-faceted and any given day might include;
Responding to pre-trip queries,
Pro-actively finding ways to delight our travellers,
Problem solving for customers on trip,
Informing customers of operational changes,
Responding to customer reviews,
Feedback and complaints,
Supporting customers in crisis situations, and much more... You certainly won’t be bored!
This is a full-time position, with occasional weekend work as required by team rota.
SKILLS, KNOWLEDGE & EXPERIENCE
Excellent communication (written and verbal) and organisational skills
An in-depth understanding of what makes great customer service.
- Excellent IT skills
- Flexible and adaptable – a willingness to get involved with a wide variety of tasks and projects
LIFE AT MACS
Some of the benefits you can expect when you join MACS:
- An award-winning office in central Glasgow, part of the Skypark complex with access to all its facilities.
- Great discounts on Macs Adventure trips.
- Unlimited fresh coffee, tea, hot chocolate and fruit.
- Opportunity to participate in tax efficient benefits such as a cycle to work scheme.
- Competitive salary plus performance related bonus.
- Learning and development opportunities.
- Macs Culture Club and regular social events.
HOW TO APPLY
You should apply for this job if:
You identify with MACS Vision and Values
You understand what makes great customer service
You are committed to improving the MACS customer experience
If this sounds like you, please email firstname.lastname@example.org for a copy of the job profile. Any completed application should be emailed to the above address and you should outline in a covering letter why you feel you are well suited to the role and include a copy of your CV.
Closing date FRIDAY 1 NOVEMBER 2019.