Customer Experience Executive

Job Description

We are currently seeking a motivated Customer Experience Executive to join the team of one of our esteemed clients in the dynamic transport industry. 🚗

Duties and responsibilities

• Collaboratively set service improvement standards, and performance indicators, and implement action plans and audit procedures.
• Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations.
• Acting proactively rather than reactively to any potential problems which could possibly result in complaints.
• Identify and meet the needs of our customers.
• Take appropriate corrective actions on identified problems
• Assist Area Managers with process improvements, coaching or training requirements of their respective teams where necessary.
• Look critically at issues to see how things can be done better. Use critical thinking to observe and spot patterns with confidence to make decisions.
• Monitor, interpret and report on mystery/customer feedback and identify areas for improvement.
• Periodically perform Customer Experience and Customer Information Inspection Reports; amongst other aims, to confirm maintenance and updates to signage and digital customer information.
• Prepare a monthly summary report on Customer Experience, Customer Service and Customer Information.
• Responsible for the overall content management of internet review sites.
• Demonstrate excellent control of all operating costs in line with set targets.
• Following up to ensure that action has been taken on customer complaints to the customers’ satisfaction.
• Undertake such tasks, activities or other duties as may be required or assigned as appropriate to the grade.
• Perform bi-weekly visits to all terminus and main hubs pointing out areas that need to be improved from a customer and operational point of view.
• Define, together with the Communication Department, the information to be shown at Terminus and main hubs.
• To carry out quarterly audits analysing the compliance with the contract in terms of buses and drivers appearance

Requirements:

• Professional qualification in Customer Experience, Marketing, Business, or other relevant discipline.
• Fluency in the English language, both written and oral.
• Minimum of 2 years experience in a responsible position, including experience in Business to Consumer. 
• Customer Experience or Marketing.
• Experience in Transport will be considered an asset.
• High energy and drive to work in a dynamic and challenging environment.
• Assertiveness and persuasiveness. 
• Good aptitude for managing change and reviewing and optimising processes and procedures.
• Good experience in resolving issues quickly
• Passionate for service excellence. 
• Ability to handle multiple tasks.
• Proven team player with excellent collaboration skills

Join us in delivering outstanding customer experiences in the ever-evolving transport industry! 🌟