Customer Experience Executive

Malta Public Transport Services (Operations) Limited is currently looking to recruit a Customer Experience Executive to join their team on a full-time basis.

Key Responsibilities:

• Collaboratively set service improvement standards and performance indicators, and implement action plans and audit procedures
• Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations
• Acting proactively rather than reactively to any potential problems which could possibly result in complaints
• Identify and meet the needs of our customers
• Take appropriate corrective actions on identified problems
• Assist Area Managers with process improvements, coaching or training requirements of their respective teams where necessary
• Look critically at issues to see how things can be done better. Use critical thinking to observe and spot patterns with confidence to make decisions
• Monitor, interpret and report on mystery/customer feedback and identify areas for improvement
• Periodically perform Customer Experience and Customer Information Inspection Reports, amongst other aims, to confirm maintenance and updates to signage and digital customer information
• Prepare a monthly summary report on Customer Experience, Customer Service and Customer Information
• Responsible for the overall content management of internet review sites
• Demonstrate excellent control of all operating costs in line with set targets
• Following up to ensure that action has been taken on customer complaints to the customers’ satisfaction
• Undertake such tasks, activities or other duties as may be required or assigned as appropriate to the grade
• Perform bi-weekly visits to all terminus and main hubs, pointing out areas that need to be improved from a customer and operational point of view
• Define, together with the Communication Department, the information to be shown at Terminus and main hubs
• To conduct quarterly audits analysing the compliance with the contract regarding buses and drivers' appearance.

Requirements:

• Professional qualification in Customer Experience, Marketing, Business, or other relevant discipline
• Fluency in the English language, both written and oral
• Minimum 2 years experience in a responsible position, including experience in Business Consumer Customer Experience or Marketing; experience in transport would be considered an asset
• High energy and drive to work in a dynamic and challenging environment
• Assertiveness and persuasiveness
• Good aptitude for managing change and reviewing and optimising processes and procedures
• Good experience in resolving issues quickly
• Passionate for service excellence
• Ability to handle multiple tasks
• Proven team player with excellent collaboration skills.