Customer Experience Executive

Industry: Services

Location: Malta

Basis: Full time

Remuneration: Salary + Benefits

Main Duties:

• Manage and monitor the customer experience across all touchpoints within the organisation 
• Develop and monitor a customer experience improvement plan including internal communication plans to promote a customer centric culture
• Develop and execute customer experience strategies and action plans to enhance customer satisfaction and loyalty
• Develop and continuously manage the provision of accurate, timely, relevant and easy to use service information
• Coordinate and carry out research and survey initiatives and analyse and present the results and action plans as a result of these initiatives
• Provide all necessary support to handle and resolve customer complaints and escalations in a timely and professional manner
• Create and maintain reports and dashboards on customer experience metrics and performance at different levels of the organisation
• Review of internal operational and customer service procedures to ensure excellent service in accordance with defined customer experience standards
• Alignment in the management of the company's customer experience and employee experience policies

What skills do you need?

• Degree in business, marketing, or related area and/or at least two years experience in customer service, customer experience, or customer success roles
• Proven track record of delivering exceptional customer experience and improving customer satisfaction and retention
• Experience in the transportation and/or hospitality industry would be considered an asset
• Experience in implementing or managing Voice of the Customer (VOC) programs in companies
• Fluency in the English language, both written and Oral Understanding of the Maltese language would be an advantage for this role
• Have strong Problem-analysis skills, able to adapt, and customer focused
• Strong Knowledge of Customer Experience principles, tools, and methodologies
• Ability to work in a dynamic and challenging environment
• Excellent collaboration skills

Eligibility to work in the EU is a must