Customer Experience Expert

Customer Experience Expert
Exeter, Devon
 
Are you an enthusiastic, hard-working, and self-motivated individual with excellent customer skills? A team player with meticulous attention to detail and the ability to prioritise workloads? If so, read on.
 
About the Organisation
 
Our client is one of the fastest-growing self-catering agencies in the South West, offering the finest cottages, lodges and apartments in Devon, Cornwall and Somerset.
 
They are a local, independent team, passionate about offering unforgettable experiences to their guests and delivering exceptional service to their property owners. They are now an award-winning agency having been recognised for their commitment to their local communities and impressive growth over the last two years!
 
As part of their ambitious expansion plans, and to capitalise on the demand for staycations, they now have an exciting opportunity for a Customer Experience Expert to join their dedicated team in Exeter.
 
The Benefits
 
- Salary of £18,525 per annum
- 25 days’ holiday plus Bank Holidays
- Employee benefits package
- Friends and Family discount across our growing portfolio
- Living Wage employers
 
This is a superb opportunity to play a key figure in the growth of an award-winning agency – you will be able to make your mark on the experiences of many whilst expanding your own knowledge and skills by working in this fast-paced, customer-centric environment.
 
Working with a small team of industry experts, this is an exciting time to join our client as their industry opens back up and demand for luxury holiday accommodation increases.
 
What’s more, you will have the potential for personal development and to begin a rewarding career within a growing, dynamic team who are really going places.
 
The Role
 
As a Customer Experience Expert, you will provide exceptional customer service and ensure the smooth running of the sales and service function; the customer must be at the centre and focus of everything you do.
 
Reporting to the Customer Experience Team Leader, you will be the first point of contact for customers (guests, owners, property managers and suppliers ,etc.). You will be responsible for answering the telephone, replying to emails, and monitoring LiveChat to generate sales and answer customer questions.
 
You will complete daily and weekly tasks to ensure the efficiency of bookings and service requirements. This will include checking new bookings, chasing balance payments, converting provisional bookings, processing security deposits, generating weekly reports and helping with any guest or owner requests.
 
Additionally, you will:
 
- Handle customer complaints and damage claims, liaising with guests and owners to find a fair and reasonable resolution for all parties
- Monitor reviews and reply accordingly, giving feedback to owners and property managers where necessary
- Manage new projects to enhance the guest experience
-  Assist Company Directors and the wider business as required
 
About You
 
To be considered as a Customer Experience Expert, you will need:
 
- A passion for providing exceptional service to owners, guests, property managers and suppliers
- To be proactive and able to work on own initiative
- The ability to problem solve and make sound decisions under pressure
- Excellent communication and written skills
- Good working knowledge of Word, Excel, and PowerPoint.
- GCSEs in Maths and English grades A-C
 
Other organisations may call this role Customer Experience Agent, Customer Care Advisor, Customer Care Rep, Contact Centre Agent, Customer Service Agent, Customer Service Representative, Customer Service Advisor, Customer Care Advisor, Call Centre Advisor, Contact Centre Advisor, or Contact Centre Operative.
 
Webrecruit and our clients are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.
 
So, if you’re seeking your next challenge as a Customer Experience Expert please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.