Customer Experience Executive - Johannesburg
Job Overview:
As a Customer Experience Executive at Dream Hotels and Resorts, you will be at the forefront of delivering outstanding service to our clients. Your primary responsibility will be to manage all customer / owner interactions, ensuring a seamless and memorable experience from reservation to departure. This role requires you to handle reservations, exchanges, manage customer complaints, provide information about our services, and build strong relationships with clients / owners to ensure repeat business. You will also support administrative functions, oversee the training and development of staff, and ensure compliance with company standards and policies. By consistently maintaining high service quality, you will play a crucial role in enhancing customer satisfaction and loyalty
Responsibilities:
- Managing banking validations, rental pool, incoming calls, queries & complaints
- Handle all reservation requests, modifications, and cancellations received via phone and email.
- Enter and retrieve data in reservation systems (in-house, eRes, Nebula).
- Manage flexi and fixed timeshare stock, ensuring accuracy and availability.
- Deliver professional and courteous service to all guests.
- Address and resolve guest / owner complaints promptly and effectively.
- Ensure all guest / owner interactions align with the company’s service standards.
- Process all reservation requests, changes, and cancellations via phone and email.
- Verify exchange and timeshare owners’ information accurately.
- Provide administrative support to supervisors and managers.
- Organise and store computer-based information, faxes, emails, and scanning.
- Build and maintain strong relationships with clients to ensure repeat business.
- Ensure timely and accurate preparation of monthly reports.
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