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Customer Experience Executive

Overview

 

We are looking for a brilliant Customer Experience Executive to help our amazing local partners around the world to maximise sales and customer satisfaction. We need a natural communicator; good on the phone, email and in person, and great with people from all over the world. You are a persuasive, unflappable and energetic person, confident, driven, highly organised and with an instinct for sales and for ensuring customers have a great experience from start to finish. This is a varied role, with a degree of self-organisation to achieve broad company objectives. You will be willing to work outside of standard office hours, including weekends, when needed.

 

Key responsibilities:

 

As part of our Customer Experience team you will be joining us right at the coal face. You will have a front row seat as we accelerate our growth, playing a key part in helping all our local partners around the world to maximise their performance and satisfaction on our platform.

 

Below is a list of some of your key responsibilities:

Customer:

  • Contacting clients on a daily basis by email and over the phone, troubleshooting any problems they are having and ensuring that their trip planning is as smooth as possible by passing all relevant information to our local partners.
  • Identifying high-value enquiries and providing a layer of support to ensure they have a dedicated point of contact.
  • Handling customer complaints and difficulties at any point before, during and after their trip in order to ensure continued excellent reviews and feedback.

Local partners:

  • Regular contact with your own portfolio of our local partners to embed and manage our relationship with them, and producing reports to this end.
  • Tracking enquiries in the pipeline from day to day, identifying every enquiry that has potential and ensuring that our local partners are providing the correct response for each circumstance.
  • Identifying training needs and operational areas for improvement for your portfolio of accounts in order to deliver coaching to continuously drive bookings and minimise complaints.

Projects:

  • Acting as the “customer advocate” within the company, gathering evidence to ensure the right new features are built for our customers and partners around the world.
  • You will take ownership over various projects to improve our strategy, organisation and knowledge, liaising and coordinating with other teams within the company.

 

Things you need to have:

 

In the past few years you have gained experience and skills in the following areas:

  • Selling directly to customers.
  • Working in a B2B business.
  • High level of literacy.
  • Good level of numeracy.
  • Good understanding of Excel.
  • Excellent time management.

 

If asked your current colleagues would say you are:

  • Organised, with great attention to detail.
  • Able to work quickly, under pressure, to a deadline.
  • Self-reliant and able to prioritise your workload.
  • A confident communicator.
  • Passionate about getting the job done, and about creating happy customers.
  • Good at building and maintaining working relationships with people at all levels within a company.

 

Extra things we would love you to have…

 

In a perfect world it would be great if you have:

  • Previous experience working in the travel industry.
  • Previous experience working with a global supply base.
  • Personal experience of travel to some of the countries that we offer.

 

Salary & benefits:

 

The salary range for this role is from £23-27K, plus bonus, dependent on experience.

We have a flexible working hours policy.

Our whole team has a holiday allowance of 33 days per year (25 plus 8 bank holidays). There is also a travel allowance scheme to allow you to explore some of the destinations we offer.

We try to ensure (but cannot guarantee) that all of our team members have the opportunity to travel as part of their work. By its nature the job is global – you will be in direct contact with our local partner network every day.

We are fast growing with the opportunity to take on responsibilities early, shape the team etc.

We are a hard-working, open and cooperative team with a big, ambitious goal, so as you would expect we like to socialise! We have regular team socials including monthly nights out, an irregular Film Night and ad hoc groups to go to the climbing wall or canoeing on the Wye. Feel free to add something to that mix.

 

Location

 

We are based in Runway East, next to Bristol Bridge and near Castle Park. We are members of the Southwest’s most significant tech cluster, SetSquared. Runway East is 15 minutes’ walk from Bristol Temple Meads train station, with easy access by bicycle (with designated sheltered bike parking) or on foot. Runway East has shower facilities and a café/bar area with very socially-minded building managers who often run events such as pub quizzes.

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

How to apply

Please email your CV and cover letter to recruitment@travellocal.com to register your interest for this role. Please note that due to the volume of applications we receive we can only contact successful applicants.

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