Ground Experience Manager – Europe

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

📋 Description

• Delivering real-time assistance to clients on their ongoing trips through WhatsApp, phone, and email during your shift.

• Actively engaging with clients multiple times throughout their journey.

• Coordinating with DMCs and ground operators to swiftly address issues on behalf of clients.

• Recording all client interactions and concerns in our CRM, ensuring proper categorization and escalation when necessary.

• Overseeing active bookings for any potential issues (such as delayed flights, weather conditions, or local disruptions).

⛳️ Requirements

• At least 5 years of experience in dealing with client complaints or providing high-stakes customer service, preferably in luxury travel, hospitality, or a premium service setting.

• Exceptionally composed and reassuring under pressure.

• A confident and self-sufficient decision-maker.

• Perfectly fluent in written and spoken English.

• Dependable and consistent with a highly organized approach.

• Comfortable working remotely and independently, demonstrating the discipline to maintain high standards without direct supervision.

🏝️ Benefits

• 25 days of paid annual leave in addition to public holidays.

• Access to mental health resources and Employee Assistance Programs (EAPs).

• Comprehensive initial training program along with ongoing development opportunities.

• Flexible hours to promote work-life balance.

• Social events and activities throughout the year.

• Private medical care for employees in the UK.

• Flexible bank holiday schedule.

• Dog-friendly office policy.