Customer Experience Expert (CEE) for RSA and UK – Role, Perks & Your Next Step

Job Highlights and Conditions

The Customer Experience Expert (CEE) role is a full-time opportunity at Flight Centre Travel Group. While the salary specifics aren’t listed, competitive pay and career progression are highlighted.

Candidates must hold Matric or equivalent and have at least three years’ proven experience in a customer recovery position. Strong technical, problem-solving, and communication skills are necessary.

An adaptable, flexible nature with the ability to work under pressure is essential. Experience in inbound call centres and familiarity with Microsoft Office and CRM tools is highly valued.

Additional perks include a collaborative work environment, professional development, and the ability to make a substantial impact on the brand’s growth and reputation.

Applicants can expect a hiring process prioritising fit, skill, and attitude, with opportunities for further training and advancement for the best performers.

Responsabilités quotidiennes : à quoi s'attendre

Customer Experience Experts engage with both internal and external customers. Their main goal is to ensure exceptional service at every customer touchpoint throughout the journey.

Key tasks include managing customer recovery, investigating and solving issues, and handling queries related to visas and travel regulations with accuracy and empathy.

The role includes managing feedback platforms, monitoring and responding to comments on Hello Peter, Trustpilot, Qualtrics, and social media to ensure customer satisfaction and retention.

In times of crisis, the CEE steps into crisis management, manages urgent requests after-hours, and supports internal communications and updates for the team.

Opportunities to facilitate training and mentor front-end staff are also part of the job, developing both individual and team strengths in delivering superior customer experiences.

Avantages du rôle

One major benefit of this role is the scope for career growth. Flight Centre Travel Group is renowned for investing in the professional development of its team members.

The working culture is dynamic and collaboration-focused, giving everyone a chance to share ideas and contribute to improved systems and customer journey innovations.

Another positive is the meaningful impact you can achieve as a CEE. Every customer touchpoint is a chance to shape perceptions and improve outcomes for individuals and the company at large.

Variety in day-to-day duties keeps things interesting, with no two days exactly alike. Crisis management, training, feedback, and customer support ensure a versatile work schedule.

Support from leadership and access to internal and external development resources help staff stay sharp, happy, and well-prepared for future challenges and opportunities.

Inconvénients potentiels

Interested applicants should note the high-pressure environment. Working at the intersection of customer support and crisis management can lead to stressful periods, especially during peak travel times.

Managing after-hours calls and urgent queries isn’t for everyone; you’ll need good boundaries and proactive self-care habits to maintain work-life balance in this demanding industry.

Verdict final

This position suits ambitious professionals who can stay calm in a storm, communicate clearly, and use their empathy for positive results. If you’re keen to make a difference and ready for the challenge, it’s an outstanding opportunity to advance your career and skill set.