Customer Experience Expert

We are committed to delivering an outstanding experience to every customer by providing professional, efficient, and customer-focused service at every stage of their journey. We foster an inclusive and collaborative workplace where individuals are empowered to contribute, grow, and make a meaningful impact through exceptional service delivery.

The purpose of this role is to act as a key point of contact for customers, ensuring a seamless and positive experience from start to finish. The Customer Experience Expert is responsible for delivering high-quality customer service, handling enquiries effectively, resolving issues with empathy and professionalism, and supporting continuous improvements that enhance customer satisfaction and operational excellence. Join us as a customer experience expert at our London office!

This role is a full time role 40 hours a week, 5 days a week - Monday to Friday. Initial 6 months contract with possibility of extension. The open vacancies are in Barbican (Zone 1) and Hounslow (Zone 5) areas.

Role and Responsibilities

Key Responsibilities will include but are not limited to:

• Promote products and services to new and existing customers maximize revenue generation.
• Responsible for the sales and promotion of our core Business vertical of Travel products-Visa Concierge, Travel Insurance, International calling cards, Holiday/Tour packages, Hotel Accommodation and other travel related accessories.
• Proactively approach customers, greet them and ascertain their needs.
• Understanding the requirements of customers/applicants and ensuring the best possible options.
• Aggressively look at options to Cross Sell and Up sell
• Ability to work under pressure and target driven environment
• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Maintain records related to sales on POS. Prepare sales reports and track activities and submit cash at the end of the day to the Supervisor.
• Open and close cash registers, performing tasks such as counting money, coupons, and vouchers, balancing cash drawers, and making deposits.
• Assess customers’ needs and provide assistance and information on product features.
• Ability to work in a team
• Handle customer enquiry calls and provide authentic information about our products & services also brief the customers with current offers / discounts, negotiate and close the deals.
• Establishing long term customer relationship for future cross-sell and up-sell opportunities
• Watch for and recognize security risks and thefts, and know how to prevent or handle these situations; and inform the Supervisor of such risks.
• Maintain stock Inventory and requisition of new stocks every day.
• Arrange and display products to promote sales. Keep shelves, counters, and table’s organized and presentable always.

Essential Functions:

• Sales
• Customer service
• Revenue target
• Profit / EBIT target
• Pipeline development
• Billing the transaction
• Cash tally each day by end of the day. Submit the reports and cash to the Supervisor.
• Up selling with complementary products

Security Responsibilities:

• Maintain the security and safety of your site(s) through the implementation of the security management policy and procedures stated in the corporate Security Manual in accordance with the Security and Safety Audit checklist.
• Report incidents to your regional security manager.
• Provide a monthly management report to regional security manager
• Establish local points of contact for emergency services
• Supervise and account for contracted guard services (where present)

Qualifications, Experience and Education Requirements:

• Graduate and above, with 1-5 years’ experience in sales (counter sales or direct sales)
• Proficient in use of computers – MS Office specifically

Key Skills :

• Good communication Skills - English
• Interpersonal Skills
• Highly aware of the updates in the travel industry and therefore impacting the traveler
• Selling Skills, Cross selling and upselling
• Ability to handle pressure
• Integrity
• Accountability (Able to handle responsibilities)
• Proactive / Self starter
• Sociable (a people person with an upbeat, positive attitude)
• Ability to present, persuade and communicate effectively

Join us today!