Customer Experience Executive
1 week ago
Job description
Responsibilities:
- Understand the Company’s quality assurance policies & processes.
- Understand customer behavior, demographics, interaction, feedback channels, etc.
- Respond to customer inquiries, concerns, and feedback across various channels, including email, booking platforms, and phone.
- Manage and resolve post-stay complaints/ grievances effectively, ensuring timely and satisfactory outcomes for our guests.
- Collect and analyze guest feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Prepare and present regular reports on customer feedback, complaint resolution, and overall customer experience metrics.
- Coordination between different teams for suggested improvements.
- Implement various proactive prevention measures to avoid negative feedbacks.
- Uplift reputation management skills on a timely basis.
- Understand various reporting KPIs to optimize workflow.
Requirements:
- Bachelor’s degree in Hospitality or related field
- 1-3 years of experience in customer service, preferably in the hospitality industry.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities with a customer-centric mindset.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Familiarity with online reputation management (ORM) tools.
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