The Client Experience Specialist is responsible for overseeing the resolution of disputes and complaints raised by UAS clients and operators. This position requires meticulous attention to detail, strong communication skills, and the ability to collaborate with various departments to investigate, address, and prevent future occurrences of disputes and complaints.

Key Responsibilities:

Customer Service:

• Provide excellent customer service by addressing client inquiries, concerns, and feedback promptly and professionally.
• Collaborate with the client dispute team to ensure a seamless customer experience throughout the dispute resolution process.
• Implement strategies to enhance customer satisfaction and loyalty through effective communication and problem-solving.
• Monitor customer interactions and identify areas for improvement in service delivery and client relations.
• Conduct customer satisfaction surveys and analyze feedback to identify trends and areas for operational enhancement.

Dispute and Complaint Resolution:

• Investigate the root causes of disputes and complaints, including poor-quality experiences or pricing issues.
• Communicate internally with relevant departments and externally with service providers to understand the nature of complaints.
• Develop action plans to address and resolve complaints, consulting the management.

Documentation and Reporting:

• Provide regular updates on dispute resolution progress to the management.
• Maintain accurate records of disputes and complaints using appropriate documentation tools.
• Ensure proper documentation of case details, including client ID, type of dispute, dates of receipt and closure, parties involved, investigation outcomes, and resolutions.
• Monitor and follow up on approved action plans to track effectiveness and ensure ongoing improvement in client satisfaction.

Collaboration and Communication:

• Collaborate with other departments to gather information and resolve inquiries.
• Communicate resolution outcomes to clients, ensuring clarity and satisfaction with the provided solutions.
• Keep BDMs and Sales Managers informed about ongoing disputes, resolutions, and any discounts offered as part of the resolution process.
• Participate in cross-functional meetings and initiatives to share best practices, address challenges, and drive continuous improvement in customer service and dispute resolution processes.
• Develop and implement training programs for staff members involved in customer-facing roles to improve service standards and client interactions.

Skills and Qualifications:

• Bachelor’s degree in business administration, management, or a related field. A master’s degree is a plus.
• Proven experience of at least 5-8 years in customer service support, dispute resolution, client management, or a related role is required. Experience in the trip support industry is a must.
• Ability to work collaboratively with cross-functional teams and manage multiple priorities effectively.
• Strong analytical and problem-solving skills with the ability to investigate complex issues.
• Excellent communication and interpersonal skills for collaborating with internal teams and external stakeholders.
• Attention to detail and a commitment to maintaining accurate records and following established procedures.
• Familiarity with CRM systems and data management tools.
• Leadership qualities and the ability to manage a team effectively.