Customer Experience Executive

TripsSource; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

TripsSource is seeking a Customer Experience Executive in Dubai to be at the heart of the guest journey, ensuring travelers are informed, cared for, and supported from first contact to post-trip follow-up.

You will handle inquiries via email, phone and WhatsApp, provide tour information, manage bookings, and collaborate with sales to deliver a seamless, high-touch experience in travel and hospitality. This role rewards proactive problem solving and a passion for service excellence.

Qualifications

• Experience in guest services, customer care, travel operations, or hospitality.
• Excellent written and verbal English; German and/or French a plus.
• Ability to stay calm under pressure and manage multiple tasks simultaneously.
• Empathetic, solution-oriented mindset with strong interpersonal skills.
• Proficient with email, CRM tools, calendars, and messaging platforms such as WhatsApp.

Responsibilities

• Serve as the first point of contact for guest inquiries via email, phone, and WhatsApp
• Provide accurate information on tour options, itineraries, and bookings; follow up on pending bookings and support guests throughout their pre-travel journey
• Manage special requests, such as dietary needs, language preferences, or mobility accommodations
• Track live guest activity during tours and assist with real-time changes or issues
• Collaborate closely with sales to ensure alignment and smooth handover
• Collect and manage feedback post-travel to support quality assurance and improvement
• Uphold brand tone and service excellence in every guest interaction
• Handle the purchase of tickets, coordinating with on the ground guides, and other operational work

Skills

Guest services

Communication

Multitasking

Interpersonal skills

WhatsApp usage

Tools

CRM tools

Job description

As a Customer Experience Executive, you will be the heart of our guest journey - ensuring travelers feel informed, cared for, and supported from first contact to post-trip follow-up. Your role combines communication, coordination, and problem-solving to deliver a seamless, high-touch customer experience.

This is a dynamic position ideal for someone who thrives in a client-facing role, has excellent attention to detail, and is passionate about delivering outstanding service in the travel and tourism space

Key Responsibilities

• Serve as the first point of contact for guest inquiries via email, phone, and WhatsApp
• Provide accurate information on tour options, itineraries, and bookings.Follow up on pending bookings and support guests throughout their pre-travel journey
• Manage special requests, such as dietary needs, language preferences, or mobility accommodations
• Track live guest activity during tours and assist with real-time changes or issues.Handle guest complaints or concerns with empathy, professionalism, and swift resolutio
• Collaborate closely with sales to ensure alignment and smooth handover
• Collect and manage feedback post-travel to support quality assurance and improvement
• Uphold brand tone and service excellence in every guest interaction
• Handle the purchase of tickets, coordinating with on the ground guides, and other operational work

What We're Looking For

• Previous experience in guest services, customer care, travel operations, or hospitality
• Strong written and verbal communication skills in English (German and/or French a plus)
• Ability to remain calm under pressure and manage multiple tasks simultaneously
• Empathetic, solution-oriented mindset with excellent interpersonal skills.
• Comfortable using email, CRM tools, calendars, and messaging platforms like WhatsApp
• A genuine interest in travel, culture, and delivering exceptional guest experienc