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Customer Experience Manager

1 month ago

Los Angeles, California, United States Voyage By Luna Full time

At Voyage By Luna, we're seeking a skilled Customer Experience Manager to join our team. As a key member of our customer service team, you'll be responsible for delivering exceptional service to our clients, ensuring their travel experiences are smooth and enjoyable.

Key Responsibilities:

  • Client Support and Engagement:
    • Respond promptly to client inquiries, providing detailed information on travel destinations, packages, and services.
    • Listen carefully 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, such as 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.

Requirements:

  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong problem-solving and analytical skills.
  • Proficiency in computerized systems and databases.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.