Customer Experience Executive

Role Overview

We are looking for a Customer Experience Executive based in Dubai, UAE, to take ownership of the traveler journey from the very first enquiry through to after-trip follow-up. The position is centered on clear communication, coordination across teams, and quick problem-solving to create a smooth, premium guest experience.

This opportunity suits someone who enjoys working directly with clients, pays close attention to detail, and is motivated by delivering exceptional service within the travel and tourism sector.

Core Responsibilities

• Act as the primary contact for guest questions received through email, phone, and WhatsApp, and share accurate details about tours, itineraries, and reservations.
• Track pending bookings and guide guests through the period before travel, including arranging special requirements such as meal preferences, preferred language, or mobility support.
• Monitor guest participation during tours and support any live adjustments or issues that come up.
• Respond to complaints and concerns with professionalism, empathy, and timely resolution.
• Work in close coordination with operations, sales, and guiding teams so information is handed over smoothly and all teams stay aligned.
• Gather post-trip feedback and maintain it for service reviews and quality improvement.
• Ensure every interaction reflects the company’s service standards and brand voice.

Candidate Profile

• Prior background in guest services, customer care, travel operations, or hospitality.
• Strong written and spoken English communication; German and/or French would be an added advantage.
• Ability to stay composed in busy situations and manage several tasks at once.
• A thoughtful, solution-focused approach with strong people skills.
• Comfort using email, CRM systems, calendars, and messaging tools such as WhatsApp.
• Interest in travel, culture, and creating memorable guest experiences.

Additional Information

This is a full-time, on-site role in Dubai, United Arab Emirates.

Applicants are expected to be comfortable working in a client-facing environment and supporting guests throughout the full travel cycle.