Customer Experience Specialist

Our client, a premium pet travel service operating private flights across different countries, is seeking a friendly, detail-oriented Customer Experience Specialist. 

The role focuses on delivering a polished, concierge-style service as the first point of contact, managing enquiries, guiding customers through documentation, and coordinating with operations to ensure smooth journeys. Key qualities include empathy, clear communication, and a proactive, customer-focused approach.

The Main Responsibilities include: 

• Serve as the first point of contact for clients, ensuring a smooth and reassuring experience.
• Handle incoming messages through the company helpdesk.
• Manage client enquiries from first contact through to resolution.
• Guide customers through all documentation requirements.
• Coordinate closely with the operations team to ensure every journey runs seamlessly.

Working Hours: 

Monday - Friday, 9AM - 5PM

Requirements

• Must have experience in air travel arrangements.
• Professional English is a must. French and German would be considered as an asset.
• Must be extremely polished , calm, empathetic, and professional under pressure
• Highly organised, detail-oriented, and efficient in managing multiple enquiries.
• Strong communication and problem-solving abilities. Must value clear communication.
• Proactive attitude , customer-focused , and a team player who values collaboration and customer trust
• Comfortable with digital tools and quick to learn new systems.

Education and Experience

• Minimum two years in a customer support or client-facing role.
• Proven ability to manage client enquiries from first contact to resolution.
• Experience using helpdesk systems (e.g., Zendesk, Intercom, or similar).
• Experience in travel, logistics, or hospitality is ideal
• Familiarity with international clients and cross-border operations is an advantage

Job Reference: MQ316