Travel Assistance, Concierge Coordinator

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

📋 Description

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

• Support clients with changes to itineraries, cancellations, rebookings, and handling travel disruptions.

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

• Communicate effectively with hotels, airlines, transportation providers, and travel suppliers across the globe.

• Provide immediate support to travelers facing urgent or unexpected situations.

• Assist customers with their current travel reservations and provide post-booking assistance.

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

• Maintain precise documentation and case notes within internal platforms.

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

• Appropriately escalate complex operational or customer issues.

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

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

⛳️ Requirements

• Previous experience in travel, hospitality, concierge services, airline operations, reservations, tourism, or customer support settings.

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

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

• Excellent communication and customer service capabilities.

• Ability to stay calm and organized under pressure.

• Strong multitasking and problem-solving skills.

• Comfortable working in a fast-paced 24/7 operational environment.

• High attention to detail and strong organizational skills.

• Professional and empathetic communication style.

• Fluent in English is required.

• Proficiency in Italian is highly preferred.

• Additional language skills are a plus.

• Experience with travel booking platforms, reservation systems, or global distribution systems is advantageous.

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

🏝️ Benefits

• Fully remote global team.

• Opportunity to assist travelers in real-world situations every day.

• Fast-growing international travel and assistance company.

• Collaborative and supportive work culture.

• Exposure to global travel operations and concierge services.

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

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