What are the responsibilities and job description for the Customer Experience Manager position at Travel by Tilly?
Entry Level
Remote
As a Customer Experience Manager, you’ll focus on helping clients with their travel needs by delivering personalized service and expert advice to ensure they have a smooth and enjoyable travel experience. Your duties will include addressing client inquiries, arranging travel plans, offering recommendations, and resolving any issues that may occur before, during, or after their trip.
Key Responsibilities:
Client Support and Engagement:
- Promptly respond to client inquiries through phone, email, or in-person, providing detailed information on travel destinations, packages, and services.
- Carefully listen to clients’ preferences and needs, offering customized recommendations and solutions to meet their expectations.
- Assist clients with booking flights, accommodations, transportation, tours, activities, and other travel-related services.
Customized Travel Planning:
- Develop personalized travel itineraries based on clients’ preferences, budget, and interests to create a memorable experience.
- Coordinate with airlines, hotels, car rental companies, and other vendors to confirm bookings, accommodate special requests, and manage changes or cancellations as necessary.
Travel Documentation and Payment Management:
- Ensure that all required travel documents, such as passports, visas, and travel insurance, are up-to-date and secured.
- Process payments, manage transactions, and issue tickets or vouchers following company policies and procedures.
Issue Resolution and Client Care:
- Address any client concerns during their travels, providing quick assistance and resolving issues to improve customer satisfaction.
- Work with stakeholders like airlines, hotels, and tour operators to address problems such as flight delays, changes in accommodations, or unexpected emergencies.
Travel Product Expertise and Continuous Research:
- Stay informed on travel trends, industry updates, and destination information to offer clients relevant and accurate advice.
- Continuously research new travel products, services, and destinations to enhance offerings and improve the overall customer experience.
Administrative and Documentation Management:
- Keep accurate records of client interactions, bookings, payments, and other pertinent details using computerized systems or databases.
- Prepare and send travel documents, confirmations, and itineraries to clients in a timely manner.
