Customer Experience Coordinator at ATL Global Business

Job Ref: SOA/KE/HR/NRB/24-25/04

About the Opportunity

• We are seeking capable Customer Experience Coordinator who will be responsible for ensuring that clients have a positive experience with our post travel feedback management protocols. 

Specific responsibility/day-to-day activities

• Serve as the main point of contact for customer complaints, compliments, and feedback after their travel experience.
• Collaborate with other departments to address issues and enhance overall customer satisfaction.
• Manage a large volume of customer interactions through both phone and email while maintaining a positive and professional attitude.
• Serve as the main point of contact for customer complaints, compliments, and feedback after their travel experience.
• Identify and escalate complex issues to the appropriate team. 
• Update our partner agents on all client complaints and address any post-travel issues that may arise. 
• Promptly highlight recurring customer compliments and complaints to the management. 
• Track customer feedback and identify trends. 
• Maintain a report of all quality control incidents and report to management on all incidences.
• Recognize trends in post-travel customer compliments and complaints.
• Keep a detailed record of your clients to anticipate their needs and provide essential information. 
• Organize client and referral source appreciation events.

Minimum requirements

• A Bachelor’s Degree in Customer Service, Hospitality, or a related field. 
• 4-5 years’ experience of customer service experience in a busy environment. Tourism experience is an added advantage
• Excellent verbal and written communication skills with Strong analytical and problem-solving abilities.
• Ability to handle high-stress situations calmly and effectively with Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office and customer service software is an added advantage
• Ability to work independently and as part of a team with an ability to multitask and manage time effectively.
• Positive attitude and a passion for helping others with strong listening skills and empathy
• Flexibility to work various shifts, including evenings and weekends.
• Experience in a call center environment is a plus.