Customer Experience Executive

About the role

The Customer Experience Executive is the central point of contact for travelers, ensuring they receive accurate information, personalized support, and a seamless journey from inquiry to post‑trip follow‑up. This client‑facing role blends communication, coordination, and problem‑solving within the travel and tourism sector.

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 needs, language preferences, or mobility accommodations.
• Track live guest activity during tours and assist with real‑time changes or issues.
• Handle guest complaints with empathy, professionalism, and swift resolution.
• Collaborate closely with sales to ensure smooth handover and alignment.
• Collect and manage post‑travel feedback to support quality improvement.

Required profile

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

Required skills

• Proficiency with CRM tools.
• Familiarity with WhatsApp as a communication platform.