Specialist, Customer Experience

What You\'ll Do

• Respond to customer inquiries and resolve complaints through call, online chat, and email channels in a timely and courteous manner.
• Address all customer concerns in alignment with company policies, procedures, and service standards.
• Proactively identify and assess complex or sensitive issues, escalating them to senior team members or appropriate departments when necessary.
• Consistently demonstrate a positive, empathetic, and professional attitude to ensure a high-quality customer experience.
• Accurately document customer interactions, transactions, feedback, and complaints within internal systems to maintain clear and up-to-date records.
• Process customer requests and resolve issues by making appropriate reservation modifications, strictly adhering to company guidelines, policies, and terms of service.
• Collaborate effectively with external vendors and service partners to facilitate necessary reservation changes and service coordination.
• Remain current with internal procedures, product / service updates, and policy changes to provide accurate information and support.
• Communicate recurring feedback and service insights to relevant departments to contribute to continuous improvement.

What You\'ll Need

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