Customer Experience Expert (CEE)

Flight Centre Travel Group; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading travel service provider is seeking a Customer Experience Expert in Johannesburg. The ideal candidate has over 3 years' experience in customer recovery, showcasing exceptional problem-solving and communication skills. This role involves managing customer feedback, assisting with travel queries, and supporting training initiatives. Candidates should have a Matric qualification and technical aptitude in MS Office and CRM tools. Join us for a dynamic work environment with growth opportunities.

Benefits

Opportunities for professional development

Dynamic work environment

Career progression

Qualifications

• 3+ years of experience in a customer recovery role.
• Ability to thrive in fast-paced environments.
• Exceptional attention to detail.

Responsibilities

• Investigate and resolve customer recovery issues.
• Manage visa and travel requirement queries.
• Support training and development of front-end teams.

Skills

Customer recovery

Critical thinking

Problem-solving

Effective communication

Adaptability

Emotional intelligence

Education

Matric or equivalent

Tools

MS Office

CRM tools

Job description

We’re Hiring: CUSTOMER EXPERIENCE EXPERT “CEE” (RSA and UK)

Do you have experience in a customer recovery role? Join Flight Centre Travel Group (FCTG) as a Customer Experience Expert.

About the Role

As a Customer Experience Expert, you will articulate and demonstrate a passion for serving both our external and internal customers, showcasing your expertise, skill and intuitive nature throughout every touchpoint of the customer journey. World‑class service, adaptability, flexibility, empathy, a calm demeanor and patience are essential.

Key Responsibilities

• Customer recovery: Gather information, investigate thoroughly, probe, challenge responsibly, communicate clearly with all stakeholders, find concrete solutions and apply problem‑solving and out‑of‑the‑box thinking.
• Customer retention: Make logical recommendations, present flawless feedback, and handle objections fairly and with empathy.
• Customer experience: Act as custodian of company culture at every touchpoint, challenge the status quo, advocate for customers and contribute to a frictionless ecosystem.
• Visa Desk: Manage visa and travel requirement queries by researching reputable sources and providing accurate information to internal and external customers.
• Crisis management: Assist with ad‑hoc tasks during crises, including managing customer lists, internal communication and queries.
• Development: Support training and development of front‑end teams; facilitate sessions, create training content and post on internal platforms.
• Customer feedback initiatives: Manage Hello Peter, Trustpilot, Qualtrics (VOC) and Social Media responses, distributing feedback and compliments.
• After‑hours: Manage after‑hours queries by phone, urgent emails and public platforms; respond on Hello Peter, Trustpilot, Qualtrics (VOC) and Social Media.

What We’re Looking For

• Matric or equivalent.
• Minimum of 3 years proven experience in a customer recovery role.
• Technical aptitude in MS Office and CRM tools.
• Exceptional critical thinking and problem‑solving skills.
• Experience in an inbound call centre or direct customer relations.
• Effective written and verbal communication.
• Ability to thrive in a fast‑paced, ever‑changing environment.
• Ability to work within time constraints and in high‑pressure situations.
• Strong emotional intelligence and self‑awareness.
• Self‑development through internal or external opportunities.
• Meticulous attention to detail.

Why Join Us

• A dynamic and collaborative work environment.
• Opportunities for professional development and career progression.
• The chance to make a real impact in shaping a growing brand.

Location & Dates

Location: Johannesburg (Randburg Head Office)

Closing Date: 18 Jan 2026 (11pm)

Start Date: TBA

Apply Now

Please submit your application through the FCTG careers portal.