The Customer Experience Expert (CEE) role offers a full-time, permanent position with opportunities for professional development. The position provides an engaging, collaborative environment. Applicants are required to have matric and at least three years of experience in customer recovery, paired with sharp problem-solving skills and technical know-how.

Key Responsibilities and Daily Routine

CEEs are primarily responsible for handling customer recovery, ensuring concerns are thoroughly investigated and resolved in a professional manner. The job includes communicating across multiple platforms and managing after-hours queries as needed.

Day-to-day, you’ll address feedback from platforms such as Hello Peter and Trustpilot, provide accurate travel and visa guidance, and help support internal teams with training on customer excellence.

Proactive crisis management forms another important responsibility, from handling urgent customer requests to supporting internal communication during challenging periods.

Additionally, this role requires meticulous attention to detail, emotional intelligence, and a passion for providing world-class service at every touchpoint.

Ad hoc tasks such as social media response, feedback distribution, and managing urgent emails ensure a dynamic, varied workload.

Main Advantages

One of the strongest aspects of the Customer Experience Expert role is its commitment to professional growth within an established and supportive travel company environment. Individuals are encouraged to build their skillsets.

The diversity of responsibilities means the job never feels stagnant. Employees get to exercise both technical and emotional intelligence on a daily basis, with ample chances to shine.

Key Disadvantages

Certain elements may prove challenging, such as the pressure associated with after-hours support and high-stakes customer recovery during crisis events. The need for exceptional patience and adaptability is constant.

Additionally, the workload’s unpredictable nature might not suit those looking for strict routines or boundaries in their daily schedule.

Final Verdict

Overall, the Customer Experience Expert job is an ideal match for individuals passionate about problem-solving and customer care. The position provides a meaningful avenue for growth and impactful contributions within a respected brand. For candidates who thrive on dynamic tasks and want their expertise recognised, this job is worth considering.