Customer Experience Executive

Roles and responsibilities

The role is responsible for monitoring, evaluating, developing and improving the quality of service and standards delivered by CEC Team and producing data and reports for Management.

Key Responsibilities

• Create and develop quality scripts for inbound calls, covering sales queries and customer care.
• Create and develop scoring criteria for public email & social media correspondence.
• Evaluate an agreed number of calls, social conversations and emails, per Agent/Officer each month against the agreed scripts and standards.
• Co-ordinate weekly calibration sessions with CEC Team Leaders and Management to ensure quality assessments are aligned and identify improvements to process / criteria.
• Produce weekly and monthly reports on the standards achieved by each Agent / Officer, identifying any specific issues or training requirements.
• Develop and deliver quality training programmes.
• Deliver accurate on-time reports on quality scores, training and issues.
• Provide Management with daily, weekly and monthly reports from the CEC systems, analysing the data to identify trends and recommend improvements.
• Support Management with new / improved workflows within CEC systems
• Communicate guidelines with regards to quality standards and improvements, ensuring CEC Team understand the impact of their communications with flyadeal Customers.
• dentify and escalate issues which affect team efficiencies and service to flyadeal Customers.
• Contribute to commercial roadmap to support airline goals, demonstrating leadership through the debate, development and implementation of new initiatives, channels and/or products.
• Communicate effectively with all members of the business in line with the company’s culture guidelines.

Desired candidate profile

Bachelor’s Degree in any related field.
Minimum 2 years’ experience in a similar role
Proven experience in quality management and training.
Navitaire apps.
CX platforms.
Microsoft office.
Customer First Attitude.
Monitor Customer Interactions:
Review and analyze customer interactions across various channels (phone calls, emails, chats, social media) to ensure that they meet company standards for quality and customer satisfaction.
Evaluate customer service representatives’ performance by scoring interactions based on predetermined quality metrics such as tone, resolution time, and customer satisfaction.
Analyze Customer Feedback:
Collect and analyze customer feedback through surveys, reviews, complaints, and direct interactions to understand their experiences and identify areas of improvement.
Report on trends, patterns, and common issues that affect customer satisfaction, providing actionable insights to management.
Ensure Compliance with Service Standards:
Ensure that customer service teams adhere to company policies, procedures, and best practices when interacting with customers.
Ensure consistency in customer service delivery and that all interactions are aligned with the company's brand, values, and standards.
Identify Training Needs and Improvement Areas:
Identify gaps in customer service skills or knowledge and collaborate with training departments to design training or coaching programs.
Provide feedback to individual team members to improve performance, including areas such as communication skills, problem-solving abilities, and product knowledge.