Traveler Care Specialist, Luxury Travel – Customer Service, Sales

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

📋 Description

• Deliver outstanding customer service to travelers by taking charge of their inquiries and establishing yourself as a trusted advisor throughout their engagement with Zicasso services. This involves evaluating and addressing incoming traveler inquiries through phone, live chat, messages, and email.

• Cultivate trusted, long-term relationships with discerning luxury clients to enhance their confidence in Zicasso. This requires assisting and serving clients in a manner that fulfills their needs and surpasses their expectations.

• Ensure a high rate of inquiry conversion by showcasing expertise in consultation, product knowledge, and the advantages of utilizing Zicasso. This includes engaging with travelers through phone calls (and occasionally video), helping them comprehend how Zicasso operates, and offering guidance for their travel requirements.

• Collaborate cross-functionally with the Partnerships, Product, and Marketing teams to implement best practices and solutions for the client experience and address any issues that may arise.

• Work alongside the Care Team leadership on projects and initiatives to tackle problems and develop innovative solutions.

• Utilize Zicasso’s data, analytics, and technology to establish new benchmarks for customer success, fostering innovation and excellence within the luxury travel sector.

• Provide consultation and guidance to transition general inquiries into destination-specific trip requests.

• Mentor and coach team members as necessary.

⛳️ Requirements

• A minimum of 8+ years of experience in the travel industry, focusing on travel sales or operations within luxury tours or hotels. Relevant experience may include roles such as tour leader, tour director, hotel front desk, client relations, or guest services.

• An enthusiasm for travel, with significant experience traveling internationally and a keen interest in exploring new global destinations.

• Strong customer service orientation, with a passion for cultivating solid relationships with travelers. This includes comfort with telephone-based interactions as a fundamental aspect of the role.

• Excellent proficiency in both spoken and written English.

• A positive and confident individual who can adapt to various communication styles and traveler behaviors.

• Highly motivated and enthusiastic, willing to put in extra effort in a startup environment to contribute to company success.

• Comfortable with technology and capable of quickly learning and adapting to new software. A thorough understanding of Google Workspace (formerly G Suite) (e.g., Docs, Sheets, Slides) is preferred.

• Strong organizational abilities and meticulous attention to detail, aiming for quality and error-free work.

• Flexibility to work varied hours, including weekends, evenings, and holidays.

• A Bachelor's degree or higher is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• A dynamic and collaborative work environment.

• Employee travel perks and discounts.