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 ...