Customer Service Representative, Luxury Travel

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

📋 Description

• Deliver personalized support to travelers, Travel Advisors, and vendors through phone, email, and written communication.

• Manage customer cases from initial contact to final resolution, ensuring to provide status updates and follow-ups.

• Handle VIP reservations, high-profile clients, and sensitive matters with utmost discretion.

• Address in-destination challenges such as flight disruptions, missed connections, transfer issues, hotel discrepancies, and service complaints.

• Oversee escalated and intricate cases, involving the Manager of Customer Service as necessary.

• Create service recovery solutions including rebookings, upgrades, amenities, and credits.

• Assist travelers impacted by weather events, schedule modifications, supplier failures, and other disruptions.

• Calculate and process refunds, credits, modifications, and booking adjustments using PleX.

• Collaborate with suppliers to secure refunds and compensation, negotiating fee reductions or waivers.

• Investigate post-travel complaints utilizing Sabre, EAN hotels, PleX, and various internal tools.

• Work in conjunction with Accounting on refunds, credits, chargebacks, and supplier recoveries.

• Foster productive relationships with worldwide supplier partners across different cultures and time zones.

• Document supplier service failures and communicate recurring issues with Vendor Relations and Product teams.

• Collaborate with customer service and operational teams across various time zones.

• Maintain thorough and accurate case notes while safeguarding traveler personal and payment information.

• Identify service trends, supplier behaviors, and underlying causes of issues.

• Participate in quality assessments, call or case audits, and process enhancement initiatives.

• Engage cross-functionally with Reservations, Operations, Product, Vendor Relations, Accounting, and Technology teams.

• Assist in onboarding and mentoring new team members.

• Keep up-to-date with product and destination knowledge through training, FAMs, and supplier presentations.

• Support special projects and initiatives as assigned by management.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 3 years in customer service within luxury travel, hospitality, or another premium, high-touch service sector.

• Proven track record of managing escalated, complex, and emotionally sensitive customer situations to resolution.

• Experience in processing refunds, modifications, and adjustments with a high level of financial accuracy.

• Direct experience working with Travel Advisors, travel suppliers, hotels, airlines, or ground operators.

• Familiarity with Sabre and airline ticketing, including schedule changes, exchanges, reissues, and refunds.

• Ability to quickly learn and work competently in PleX, EAN hotels, and other booking and case management systems.

• Proficient in Microsoft Office applications such as Outlook, Excel, and Word in a Windows environment.

• Strong understanding of luxury travel products including air, hotels and resorts, transfers, and tours.

• Knowledge of supplier terms and conditions, cancellation policies, and travel protection programs.

• Outstanding verbal and written communication abilities.

• Strong analytical and mathematical skills with exceptional attention to detail and accuracy.

• Sound judgment in balancing traveler advocacy with company interests.

• Excellent organizational skills, follow-up, and time management capabilities.

• Ability to work independently in a remote setting.

• Uncompromising integrity, discretion, and professionalism in managing confidential information.

• Capacity to remain adaptable and responsive in a fast-paced, changing environment.

• This is a full-time, non-exempt hourly role.

• Remote work arrangement available within the USA, requiring a quiet, private, and secure home workspace with reliable high-speed internet.

• Flexibility to work early morning, evening, overnight, weekend, and holiday shifts is required.

• Ability to perform essential functions at a computer and to use a telephone headset for extended periods.

• Capability to lift up to 15 pounds at any one time.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with company match.

• Paid time off (PTO).

• Paid holidays.

• Exclusive travel industry benefits.

• Opportunities for personal and professional development.

• Training, workshops, and professional growth programs.

• Classic-hosted familiarization trips (FAMs) and supplier presentations.

• Work-life balance.

• Remote work arrangement.