Customer Experience Executive

About the role

As a Customer Experience Executive you will be the central point of contact for travelers, ensuring they receive accurate information, personalized support and a smooth journey from initial inquiry through post‑trip follow‑up. The role blends communication, coordination and problem‑solving within a fast‑paced travel and tourism environment.

Key responsibilities

• Serve as the first point of contact for guest inquiries via email, phone and WhatsApp.
• Provide detailed information on tour options, itineraries and bookings.
• Follow up on pending bookings and support guests throughout the pre‑travel phase.
• Manage special requests such as dietary, language or mobility needs.
• Monitor live guest activity during tours and address real‑time changes or issues.
• Handle guest complaints with empathy and swift resolution.
• Collaborate with the sales team to ensure smooth handovers.
• Collect post‑travel feedback to aid quality assurance and service improvement.

Required profile

• Previous experience in guest services, customer care, travel operations or hospitality.
• Excellent written and verbal English communication (German or French a plus).
• Ability to stay calm under pressure and manage multiple tasks simultaneously.
• Empathetic, solution‑oriented mindset with strong interpersonal skills.
• Genuine interest in travel, culture and delivering exceptional guest experiences.

Required skills

• Proficiency with email, CRM tools, calendars and messaging platforms such as WhatsApp.