Customer Experience Specialist

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

JOB OVERVIEW:

The CX Specialist is central to ensuring ALTOUR’s Account Management function runs at peak effectiveness. This role is about more than task execution — it’s about owning the details that elevate the client experience and enabling Account Managers to dedicate their time to driving strategic growth. As part of the CX Support team, Specialists combine operational discipline with data ownership, technology fluency, and process coordination to enhance both customer satisfaction and business results.

RESPONSIBILITIES:

• Deliver high-quality reports and dashboards for clients and internal stakeholders; interpret trends (e.g., onboarding errors, reporting anomalies) and provide insights for process improvements
• Own the accuracy and completeness of client onboarding and profile management; proactively monitor data hygiene and implement corrective actions across systems
• Act as a super-user for Account Management tools and platforms, training peers and troubleshooting issues
• Respond to escalated client queries related to onboarding, reporting, or data issues
• Liaise with Operations, Finance, and Sourcing teams to resolve issues and improve processes
• Identify recurring issues and recommend solutions that enhance efficiency and the client experience; contribute to playbooks, process guides, and 'one best way' documentation

• Strong interpersonal and communication skills, with the confidence to engage directly with clients when required
• Experience collaborating across functions (Operations, Finance, Sourcing, etc.) to resolve issues and improve outcomes
• Exceptional attention to detail and organisational skills; able to manage multiple priorities in a fastpaced environment
• Strong technical aptitude with CRM systems, reporting tools, and Excel/BI platforms (e.g.Tableau, PowerBI)
• Experience in account management support, customer operations, or a related corporate services role would be beneficial

PAY AND BENEFITS

• Competitive salary
• Incentive opportunities based on the company’s financial goal achievement and individual performance
• 25 days annual leave plus bank holidays
• Hybrid working options
• Medicash Health Plan
• BUPA Dental Plan
• Life assurance
• Employee Assistance Programme
• Hotel Agent Rates access

The salary range for this this job posting has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. 

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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