Customer Experience Officer

The Customer Experience Officer is responsible for ensuring a high level of customer satisfaction by managing client interactions, addressing concerns, and coordinating with internal teams to deliver efficient and quality service.

Key Responsibilities

• Serve as the main point of contact for clients (hotels, airlines, and corporate customers)
• Handle customer inquiries, requests, and complaints in a professional and timely manner
• Monitor service delivery and ensure customer expectations are met or exceeded
• Coordinate with Operations, Production, and Logistics teams to resolve issues
• Follow up on customer feedback and implement improvement actions
• Maintain accurate records of customer interactions and service performance
• Prepare periodic reports on customer satisfaction and service quality
• Support the development of customer experience strategies and initiatives

Requirements & Qualifications

• HSC. A Diploma or Degree in Customer Service, Business Administration, or a related field would be an advantage
• Proven experience in customer service or client relationship management (experience in hospitality or service industry is an advantage)
• Strong communication and interpersonal skills
• Good problem-solving and conflict resolution abilities
• Ability to work under pressure and manage multiple priorities
• Proficiency in Microsoft Office tools
• Fluency in English and French (spoken and written); additional languages are an advantage

Key Competencies

• Customer-focused mindset
• Attention to detail
• Team collaboration
• Professionalism and integrity
• Time management and organizational skills