Client Service Member – Travel Consultant, Luxury Travel

This is a fully remote position, open to applicants in India.

📋 Description

• Conduct searches utilizing various booking strategies, including award travel, mileage and loyalty program redemptions, innovative routing, and premium fare inventory.

• Determine the most suitable options for each client by integrating routes, fare classes, and availability in a manner that truly aligns with their objectives, beyond just the most apparent results.

• Utilize knowledge of fare rules and availability to devise solutions that are both precise and inventive.

• Record comprehensive pricing details, fare rules, and booking requirements in our workflow systems to ensure nothing is overlooked during handover.

• Create polished, well-organized quotes that adhere to Ascend's standards for tone, clarity, and formatting.

• Provide clear justification for every quote, including the rationale behind the chosen route, the implications of fare rules for the client, the advantages and disadvantages of each option, and any availability issues that need to be addressed.

• Deliver quotes within specified service level agreement (SLA) targets: within 5 minutes for short-haul requests and within 25 minutes for long-haul or complex itineraries.

• Present options in a manner that facilitates easy and confident decision-making for the client, avoiding any feelings of overwhelm.

• Acknowledge every new client message within 30 seconds to reassure them that their request is being addressed.

• Maintain proactive, high-touch communication throughout the search and booking process.

• Confirm key client preferences prior to quoting, including cabin class, routing choices, loyalty program memberships, and flexibility regarding dates or connections.

• Address follow-up inquiries, clarifications, and booking confirmations with professionalism and genuine warmth.

• Ensure 100% accuracy across all workflow systems and client records, with real-time updates to task status, client notes, booking details, and preferences.

• Facilitate smooth transitions to the Ticketing and Trip Fulfillment teams to guarantee a seamless client experience.

• Document all significant client interactions and decisions to provide the team with full context at every stage.

• Promptly escalate VIP, high-complexity, or time-sensitive requests to your Team Lead, rather than attempting to manage them independently.

• Identify and report any pricing discrepancies, policy concerns, or system issues as they arise.

• Take part in quality audits and incorporate feedback to continually enhance your work.

⛳️ Requirements

• A minimum of 2 years' experience in travel operations, luxury hospitality, or high-touch client service, with a solid understanding of what premium service feels like from the client's perspective.

• Proficiency in Sabre GDS is essential for this role; candidates must be comfortable using Sabre for flight search and booking as this is not a skill we can teach from the ground up.

• Exceptional written communication skills: your messages to clients should be clear, professional, and feel personalized, rather than appearing template-based.

• Strong attention to detail: you maintain an accuracy rate of 98% or higher, even while managing multiple requests rapidly.

• Ability to simultaneously handle multiple client requests while adhering to tight response and delivery SLAs.

• A collaborative approach: you ensure clean handoffs, proactively communicate with your team, and regard handovers as a vital responsibility.

🏝️ Benefits

• Compensation is reviewed based on performance, with clear milestones linked to career progression.