Client Experience Specialist
London | Hybrid
An opportunity to work for an award-winning luxury safari company, known for creating authentic and immersive experiences with exceptional expertise.
The Client Experience Specialist plays a key role within the business, ensuring seamless service and exceptional experiences for clients throughout their journey. This role supports the sales team, particularly when team members are out of the office, ensuring continuity of service and smooth client communication at all times.
The successful candidate will manage follow-up tasks, support with client quotations, oversee thorough handovers, maintain detailed records and ensure company procedures are consistently followed. They will also assist with client communication before and after travel, resolve any issues efficiently and provide feedback to improve internal processes and client experience.
This role would suit someone highly organised, conscientious and detail-oriented, with strong communication skills and a proactive approach.
Responsibilities
- Provide comprehensive coverage for sales team members during absences, ensuring uninterrupted client service
- Complete follow-up tasks promptly and accurately, ensuring no client request is overlooked
- Requote customers where required to reflect evolving needs and preferences
- Arrange and conduct detailed handover meetings with sales personnel
- Maintain accurate and up-to-date client notes and records
- Support the sales team in converting enquiries into confirmed bookings
- Construct and refine quotations and draft professional client communications
- Conduct pre-departure and welcome home calls to ensure excellent client care throughout the journey
- Promptly resolve any client concerns or issues
- Ensure adherence to company procedures and standards at all times
- Monitor processes and identify any discrepancies or inefficiencies
- Provide constructive feedback to the Client Experience Manager regarding internal procedures
- Suggest improvements to enhance operational efficiency and overall client experience
- Proactively pursue personal development and training opportunities
Preferred Experience
- Previous experience within customer service or client relations
- Background in sales support, administration or coordination roles
- Strong organisational and multitasking skills
- Excellent verbal and written communication abilities
- High level of attention to detail and accuracy
- Ability to work independently as well as collaboratively within a team
- Proactive and solutions-focused mindset
- Experience within the Africa travel industry would be advantageous