Travel Assistance, Concierge Coordinator

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

📋 Description

• Assist travelers with reservations for hotels, flights, rail, transportation, and other travel-related services.

• Provide support to customers regarding itinerary modifications, cancellations, rebookings, and travel disruptions.

• Coordinate concierge requests, including restaurant bookings, tours, transfers, and services related to destinations.

• Communicate effectively with hotels, airlines, transportation providers, and travel suppliers globally.

• Offer real-time assistance to travelers during urgent or unexpected situations.

• Help customers manage their existing travel reservations and provide post-booking support.

• Deliver outstanding customer service via phone, email, chat, and internal case management systems.

• Maintain precise documentation and case notes across internal platforms.

• Collaborate with medical, claims, and assistance teams when cases involve emergencies or insurance-related matters.

• Appropriately escalate complex operational or customer issues.

• Handle multiple active cases while ensuring attention to detail and high service quality.

• Support partner-branded assistance and concierge programs on a global scale.

⛳️ Requirements

• Prior experience in travel, hospitality, concierge, airline, reservations, tourism, or customer support sectors.

• Strong comprehension of travel booking processes and international travel logistics.

• Experience in managing itinerary changes, disruptions, and customer escalations.

• Exceptional communication and customer service abilities.

• Capacity to remain calm and organized in high-pressure situations.

• Strong multitasking and problem-solving skills.

• Comfortable operating in a fast-paced, 24/7 work environment.

• High level of attention to detail and organizational capabilities.

• Professional and empathetic communication style.

• Fluent English is required.

• Proficiency in Italian is highly preferred.

• Knowledge of additional languages is advantageous.

• Familiarity with travel booking platforms, reservation systems, or global distribution systems is preferred.

• Experience in travel assistance, insurance assistance, or emergency coordination is a plus.

🏝️ Benefits

• Fully remote global team.

• Opportunity to assist travelers in real-world scenarios on a daily basis.

• Fast-growing international travel and assistance organization.

• Collaborative and supportive work culture.

• Exposure to global travel operations and concierge services.

• Career advancement opportunities across travel, operations, and assistance services.

• Work with travelers, partners, and suppliers from around the globe.