Client Experience Executive

$50,715 - $50,715/Yr

Audley Limited - Boston, MA

Full-time - Entry Level

Hybrid - Boston, MA

Professional, Scientific, and Technical Services

About the position

As a Client Experience Executive at Audley Travel, you will play a crucial role in enhancing client satisfaction and managing service scores. This position involves handling escalated complaints, providing support to sales teams, and ensuring effective compensation control to uphold Audley's Repeat & Recommend business model. You will collaborate with various internal departments to deliver exceptional customer service and training, ultimately contributing to the company's reputation for outstanding travel experiences.

Responsibilities

• Managing escalated complaints and customer service questionnaire feedback.
• Being a point of contact and source of knowledge for the sales teams to help them address complaints at a team level.
• Interacting with clients to resolve issues effectively.
• Understanding Travel Regulations, Audley Terms and Conditions, and other relevant documentation to provide expert guidance.
• Managing tools to monitor complaint volumes, response times, and resolutions.
• Managing all compensation reports to ensure consistency with company policy.
• Delivering service training to sales teams and sales managers.
• Maintaining a system for 'best practice' references for training purposes.

Requirements

• Strong customer focus with a solid understanding of the value of Audley's Repeat and Recommend model.
• Excellent written and verbal communication skills.
• Reliable and discreet when dealing with confidential information.
• Ability to remain calm and level-headed in pressurized situations.
• Conscientious, tenacious, and self-reliant with a results-oriented mindset.
• Numerical proficiency and comfort in interpreting statistics.
• Strong organization, time management, and planning skills.
• Strong analytical and problem-solving skills.
• Attention to detail and administration skills.
• IT literate, competent in Microsoft Outlook, Excel, Word, and PowerPoint.

Benefits

• 90-100% coverage of insurance premiums
• 10 paid holidays including your birthday off
• 1 day off for volunteering
• Generous PTO policy (20 days to start, with anniversary-tied increases)
• Flexible hybrid working options
• Opportunities for additional travel
• Friends & Family discounts on luxury travel services