Customer Experience Manager

hace 4 semanas


Barcelona, Barcelona, España Edreams Odigeo A tiempo completo
About the Role

We are seeking an experienced Customer Experience Manager to join our eDreams ODIGEO Communications team in Barcelona. As a VIP Customer Communications Executive, you will be responsible for managing sensitive customer complaints, providing excellent service to highly valued individuals, and identifying PR risks to minimize negative visibility.

Key Responsibilities
  • Manage VIP and sensitive customer complaints
  • Manage customer complaints received through our Social Care channels
  • Manage customer complaints addressed directly to CSM members
  • Proactively work to ensure excellent service to these highly valued individuals
  • Identify PR risks in both national and local media to minimize negative visibility
  • Support other VIP tasks such as legal customer complaints, consumer organization files, customer court cases, regulatory consumer cases, and data protection consumer rights cases
  • Support VIP Communications projects when required, collaborating with the team members
  • Measure, analyze, and report on the results of initiatives
Requirements
  • Background in Tourism required in daily work
  • Minimum experience in handling customer complaints and familiarized with both traditional and interactive claims channels
  • Used to work with CRM tools
  • Ability to work with G-suite
  • Excellent writing and communication skills, as well as an excellent grammar at a native level in English
What We Offer
  • A rewarding compensation package, including Prime Plus membership, competitive salary, and benefits package
  • Grow opportunities to empower your career and unleash your potential
  • Personalized career paths and the eVOLVE Program to help you discover, grow, and thrive
  • Internal mobility opportunities to pursue horizontal career changes and promotions
  • A dynamic and healthy environment that values flexibility, employee care, and transparency
About eDreams ODIGEO

We are a leading travel tech company, revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program. We value diversity, inclusivity, and passion, and we are committed to creating a supportive work-life balance for our employees.



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