Customer Experience Champion

3 days ago


Gothenburg, Västra Götaland, Sweden Visit Group Full time

We are seeking a highly motivated and service-oriented Customer Experience Champion to join our team at Visit Group. In this key role, you will be the primary point of contact for our customers, providing exceptional support and guidance throughout their onboarding and implementation processes.

About the Role

As a Technical Operations Specialist, you will leverage your project management skills to deliver outstanding customer experiences, empowering our clients to focus on creating memorable moments for their guests without worrying about technical challenges. Your expertise in troubleshooting and resolving complex issues will be invaluable in ensuring seamless service delivery.

Key Responsibilities
  1. Client Support: Provide responsive and high-quality customer service, addressing queries, resolving issues, and guiding clients through best practices for using our platform.
  2. Troubleshooting: Diagnose and resolve technical issues, escalating complex cases to the technical support or product teams as necessary.
  3. Product Expertise: Stay up-to-date on product features and industry trends to serve as a subject matter expert for clients and internal teams.
  4. Feedback Loop: Collect client feedback on usability, functionality, and performance, providing actionable insights to the product and development teams.
  5. Cross-Functional Collaboration: Work with sales, account management, and development teams to understand client needs, relay issues, and ensure seamless service delivery.
Requirements

In order to succeed in this role, you will need:

  • Service-minded: You've worked in a service-oriented role, are proactive in engaging with customers, and are committed to delivering outstanding support, whether it's answering a quick question or resolving a complex issue.
  • Curious and Eager to Learn: You love learning new things and are genuinely passionate about travel and experiences, understanding what it means to deliver exceptional service in the tourism industry.
  • Technically Savvy: While you may not be an IT expert, you're confident and comfortable exploring tech solutions, willing to dive into problem-solving either on your own or by collaborating with developers.
  • Experienced in the Tourism Industry: Ready for the next step in your career, with set working hours (Monday through Friday).
  • Bilingual in Swedish and English: Fluent in both languages, allowing you to meet our customers' needs effectively.

Why choose Visit Group?

  • Solutions-focused: Thrives in a dynamic environment with a touch of day-to-day chaos.
  • Committed to improvement: Excited to create a more structured and efficient support process.
  • Team-spirited: Enjoys helping customers while contributing to a positive office atmosphere.

We offer a comprehensive digital ecosystem that includes property management systems, booking systems, ticketing and e-commerce platforms, and travel switches for various segments of the tourism industry. Our product portfolio includes Citybreak, BookVisit, iTicket, VisBook, and WebX.

With over 20 years of experience, we serve more than 3,000 customers across 25 countries, including tourism organizations, accommodations, tours, and activity vendors worldwide. Our solutions enable inbound tourism businesses, such as hotels, ski resorts, tour operators, and destination marketing companies, to sell, combine, and distribute tourism products sourced from hundreds of external inventory platforms.



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