Customer Experience Executive

Reference Number: SM328

Job Type

Full Time

Availability

Permanent

Customer Experience Executive

We’re excited to announce an opportunity to join our client’s team as a Customer Experience Executive! In this role, you’ll be at the forefront of shaping an exceptional customer journey. If you’re passionate about delivering positive customer experiences, this could be the perfect opportunity for you!

Responsibilities:

Manage and monitor the customer experience across all touch points within the organisation including reviewing internal processes to identify improvements for the customer’s benefit
Develop and monitor a customer experience improvement plan including internal communication plans to promote a customer-centric culture
Develop and execute customer experience strategies and action plans to enhance customer satisfaction and loyalty
Develop and continuously manage the provision of accurate, timely, relevant, and easy-to-use service information
Coordinate and carry out research and survey initiatives and analyse and present the results and action plans because of these initiatives
Provide all necessary support to handle and resolve customer complaints and escalations in a timely and professional manner
Create and maintain reports and dashboards on customer experience metrics and performance at different levels of the organisation
Review of internal operational and customer service procedures to ensure excellent service by defined customer experience standards
Alignment in the management of the company’s customer experience and employee experience policies.

Qualifications:

Degree in business, marketing, or related area and/or at least two years experience in customer service, customer experience, or customer success roles
Proven track record of delivering exceptional customer experience and improving customer satisfaction and retention.
Experience in the transportation and/or hospitality industry would be considered an asset
Experience in implementing or managing Voice of the Customer (VOC) programs in companies
Fluency in the English language, both written and Oral
Understanding of the Maltese language would be an advantage for this role