Customer Experience Specialist

Summary:

A critical member of the Customer Care team, this specialized role ensures that Kensington Tours' high standards for customer service excellence and efficiency are maintained throughout the post-trip process and review. This includes acting as “the voice of the customer” and being the lead Kensington Tours representative, resolving our guests’ reported issues.

As a specialized member of the team, you will assist with delivering high-touch client support while supporting the organization's brand integrity, including the professional management and evaluation of post-trip NPS survey ‘Detractors’, official Post-Trip Escalations, and other escalated concerns, including the determination of potential compensation. A role that will have regular interaction with our valuable guests, travel agent partners, sales teams, and DMC partners by phone and email. The successful candidate is extremely customer-centric, highly detailed, a polished communicator, a patient and analytical problem-solver who truly understands the importance of brand integrity and delivering incomparable customer service. As a member of the team with client engagement expertise, this role will actively participate in the development of the department and in the ongoing mentorship and training of new staff and/or interns.

Responsibilities:

• Conduct timely and professional reviews and communication with clients identified as Post-Trip Escalations, “Detractors” in the NPS survey and clients who have been escalated to our department, with the intent of understanding the issue and of being able to recommend a resolution.
• Responsible for resolving these clients, providing them with official resolution communications by taking the lead on:
  • Capturing and investigating client issues from the client themselves, reviewing the feedback with our vendor partners and Destination Experts as necessary, and determining the validity of client concerns.
  • Providing reporting of feedback information to relevant departments for their review and assessment.
  • Determining appropriate response and monetary compensation if necessary, and communicating with the client.
  • Providing recommendations for process improvement to the Manager of Customer Experience.
• Assist the Finance department with the investigation of client payment disputes (“chargebacks”) through the preparation of defence reports.
• Work as a liaison between the Finance department and the Sales team to assist with the creation and application of client travel credits to client trip files.
• Monitoring, reviewing, actioning, and reporting on the organizational NPS survey results and feedback.
• Collect testimonial-friendly client feedback from surveys, obtain approval for use, edit, and categorize into regional postings on the official Kensington Tours website.
• Monitor and respond to online client reviews within various review websites (ie, Trustpilot, BBB, etc.)
• Working with the Manager, Customer Experience to assist with the improvement of overall reporting and process flow of feedback records, analysis, documentation, and communication.
• Provide insights and recommendations for improvements to workflows and processes
• Develop and maintain an efficient and effective level of use with the proprietary booking system (TMT) for Quality Control and Customer Care purposes.
• Other client touch points, incident support, or Customer Care Team Support when and where required.
• Ad hoc projects as assigned.

Required Skills:

• Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically, and professionally at all times
• Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers
• Demonstrated experience with critical incident management or providing operational support an asset
• Demonstrated experience with complaint/issue resolution, with the ability to make decisions quickly and confidently preferred
• Proven critical thinking and problem-solving skills
• Minimum of 2 years in a Kensington Tours Sales environment, customer support role, and similar environment or similar.
• Demonstrated mastery of department processes, procedures, and systems.
• A can-do, self-starting attitude
• Excellent organization and time management skills with the ability to take on additional projects when required
• Superior attention to detail – experience with Quality Control/Data Management an advantage
• High degree of resourcefulness, flexibility, and adaptability
• Ability to thrive in a fast-paced, high-performance culture
• A positive, engaged, and collaborative team player

We provide a competitive compensation package with a strong pay-for-performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is: $50,000 to $55,000.

The actual compensation may vary depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.