Customer Experience Executive
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Key skills for this role
About the Role
TripsSource is seeking a Customer Experience Executive to serve as the heart of the guest journey in Dubai. The role involves handling inquiries, managing bookings, resolving issues, and collaborating with teams to deliver a high-touch travel experience.
Key Skills for This Role
Responsibilities
- Serve as the first point of contact for guest inquiries via email, phone, and WhatsApp
- Provide accurate information on tour options, itineraries, and bookings
- Follow up on pending bookings and support guests throughout their pre travel journey
- Manage special requests, such as dietary needs, language preferences, or mobility accommodations
- Track live guest activity during tours and assist with real time changes or issues
- Handle guest complaints or concerns with empathy, professionalism, and swift resolution
- Collaborate closely with operations, sales, and guiding teams to ensure alignment and smooth handovers
- Collect and manage feedback post travel to support quality assurance and improvements
- Uphold brand tone and service excellence in every guest interaction
Requirements
- Previous experience in guest services, customer care, travel operations, or hospitality
- Strong written and verbal communication skills in English
- Ability to remain calm under pressure and manage multiple tasks simultaneously
- Empathetic, solution oriented mindset with excellent interpersonal skills
- Comfortable using email, CRM tools, calendars, and messaging platforms like WhatsApp
- A genuine interest in travel, culture, and delivering exceptional guest experiences
Full Job Posting
About the Role
- As a Customer Experience Executive, you will be the heart of our guest journey — ensuring travelers feel informed, cared for, and supported from first contact to post trip follow up.
- Your role combines communication, coordination, and problem solving to deliver a seamless, high touch customer experience.
- This is a dynamic position ideal for someone who thrives in a client facing role, has excellent attention to detail, and is passionate about delivering outstanding service in the travel and tourism space.
Key Responsibilities
- Serve as the first point of contact for guest inquiries via email, phone, and WhatsApp.
- Provide accurate information on tour options, itineraries, and bookings.
- Follow up on pending bookings and support guests throughout their pre travel journey.
- Manage special requests, such as dietary needs, language preferences, or mobility accommodations.
- Track live guest activity during tours and assist with real time changes or issues.
- Handle guest complaints or concerns with empathy, professionalism, and swift resolution.
- Collaborate closely with operations, sales, and guiding teams to ensure alignment and smooth handovers.
- Collect and manage feedback post travel to support quality assurance and improvements.
- Uphold brand tone and service excellence in every guest interaction.
What We’re Looking For
- Previous experience in guest services, customer care, travel operations, or hospitality.
- Strong written and verbal communication skills in English (German and/or French a plus).
- Ability to remain calm under pressure and manage multiple tasks simultaneously.
- Empathetic, solution oriented mindset with excellent interpersonal skills.
- Comfortable using email, CRM tools, calendars, and messaging platforms like WhatsApp.
- A genuine interest in travel, culture, and delivering exceptional guest experiences.
Employment Type
- Full Time
Location
- Dubai UAE
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