Customer Experience Executive

Purpose of Position

KM Malta Airlines continues to prioritise customer focus across the organisation, ensuring the customer is at the centre of everything we do. This role supports the Customer Experience Manager in managing, developing, and coordinating customer-related activities, ensuring the highest level of satisfaction and experience across all touchpoints. The Customer Experience Executive will support the day-to-day operations of the Contact Centre and Sales office, keep up to date guidelines and SOPs for handling customer requests, and handle complaints received through the MCCAA. The role is also responsible for the Staff Travel function, including creating duty travel bookings and for VIP and Corporate Desks, providing personalised support to our most valued customers with their bookings and queries.

Responsibilities

• Manage the Call Centre shared inbox and internal customer care requests, providing timely feedback to agents to ensure cases are handled efficiently and without delay.

• Support the day-to-day operations of the Contact Centre, ensuring SLAs are met and exceptional service standards are maintained.

• Handle the Staff Travel inbox by assisting employees with their duty or leisure bookings where required.

• Develop and continuously update guidelines and SOPs for handling customer requests across all customer service channels.

• Handle complaints received through the MCCAA in line with company policy and regulatory requirements.

• Manage VIP, Corporate Desk, Staff Travel, and other customer inboxes as required with bookings and queries.

• Deliver personalised support to VIP and corporate customers, assisting with queries and bookings.

• Support the Customer Experience Manager in delivering customer contact strategy and governance development.

• Manage Chatbot, including training, updating content and knowledge, and improving response accuracy.

• Maintain and update Help Centre FAQs, reviewing content for accuracy and publishing new articles as needed to enhance self-service support.

• Continuously review customer contact channels, identifying opportunities and implementing best practices to optimise the customer experience.

• Support with training and update KM Malta Airlines agents on service changes.

• Align with internal stakeholders at KM Malta Airlines to ensure that any changes affecting the customer are passed on to relevant stakeholders.

• Monitor customer service queues (including schedule changes and retimings) and allocate tasks for timely resolution.

• Coordinate and oversee passenger communication in case of schedule changes, flight cancellations, or other disruptions.

• Authorise refunds for escalated cases in line with company policy.

• Assist walk-in customers with queries, complaints and service requests.

• Perform on-site visits to Contact Centre and Sales Office to assess performance, provide feedback, and identify opportunities for operational improvement.

• Any other duties as assigned by the Manager or Head of Department.

Experience, Qualifications and Skills

• Previous experience in the travel industry or customer service (essential).

• Excellent spoken and written English. 

• Skills to enable easy relatability to support the establishment of strong and meaningful relationships with colleagues, partners, suppliers, and customers.

• Ability to work in a dynamic environment with a strong problem-solving and decision-making capability.

• Exceptionally good communication skills in both written and verbal form that can clearly and concisely convey the business messages and depict the business in the highest standard possible.