About the Opportunity:
We are seeking for a Customer Experience Officer to be in charge of maintaining and improving the overall level of customer satisfaction and the experience we offer our customers. The role will be in charge of ongoing customer service for our destinations, responsible for quickly and fairly handling any complaints received.
Key responsibilities
Serve as the main point of contact for post-touring and in-destination complaints for key accounts.
Handle complaints from commercial and direct customers in a professional and timely manner.
Implement customer service requirements for key accounts.
Ensure that all complaints are recorded in the appropriate database.
“Cold calls” made and courtesy emails sent to customers requesting additional feedback.
Support Operations and Product teams to do product and supplier inspections as needed.
Prepare monthly in-destination customer experience report.
Lead monthly inter-departmental meetings to review customer experience issues and trends. Highlight weaknesses and opportunities for improvement.
Essential Qualifications and Experience
Experience in hospitality/tourism or related field (as guide, hotel receptionist, etc.)
Fluent in both written and spoken English is required and other European languages would be an advantage.
Strong knowledge or experience in tourism industry is required.
Skills and Attributes
Outstanding sales skills with strong customer care focus.
Excellent communicator to a diverse range of people (customers, suppliers, team members, leaders).
High attention to details.
Solution focused and great at problem solving.
Able to work independently and within a team assisting team members to help everyone achieve results.
Proficient with Microsoft Office applications and Discova’s systems would be an advantage.
About Us:
The Discova brand is the newest addition to the Flight Centre Travel Group. The merger of Buffalo Tours in Asia and Olympus Tours in the Americas created a global DMC business with more than 20 years of experience in delivering inspiring and innovative travel experiences to our customers. With a purpose to connect people and places with a world of possibilities, we are the travel people who work globally, live locally and go the extra mile to help our partners extend their reach.
Finally, if you are successful, you will find out that working with Discova is more than just a job. To be part of the Discova family is to be in your element. We offer an exciting career progression globally and a fantastic and supportive team culture with social events that are the envy of the industry.