Traveler Care Specialist, Luxury Travel (Customer Service, Sales)

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Requirements:

• Minimum 8+ years of experience in the travel industry, with a focus on travel sales or operations of luxury tours or hotels. Examples of relevant experience include tour leader, tour director, hotel front desk, client relations, or guest services.
• Passionate about travel, with extensive experience traveling abroad and a strong curiosity about new international destinations.
• Strong customer service-focused skills, with a passion for building strong relationships with travelers. This includes being comfortable with telephone-based work as a key part of the role.
• Excellent fluency in oral and written English.
• A cheerful and confident person who is adaptable to different styles of communication and traveler behaviors.
• Highly motivated and enthusiastic, with a willingness to put in extra effort in a start-up environment to drive company success.
• Comfortable with technology and able to quickly learn and adapt to the use of new software. Thorough knowledge of Google Workspace (formerly G Suite) (e.g. Docs, Sheets, Slides) is preferred.
• Strong organizational skills and attention to detail, striving to achieve quality, error-free work.
• Willingness to work flexible hours, including weekends, evenings, and holidays.
• A Bachelor's degree or higher is preferred.

Responsibilities:

• Provide exceptional customer service to travelers by taking ownership of their inquiries, and becoming their trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming client travel inquiries via phone, live chat, and email.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.
• Lead cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client's experience and/or issues that may arise.
• Partner with senior leadership on projects and initiatives to solve problems and create innovative solutions.
• Leverage Zicasso’s data, analytics and technology to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
• Provide consultation and advice to move general inquiries to destination-specific trip requests.
• Coach and mentor team members as needed.