[Hiring] Traveler Care Specialist, Luxury Travel @Zicasso

Role Description

Currently, we are seeking a highly motivated, customer service-minded Traveler Care Specialist who embraces an entrepreneurial spirit and has a passion for international travel!

This role will be working at the intersection of our travelers and Zicasso’s global network of travel providers (partners), making both sides delighted with Zicasso’s unique matching service and will be responsible for:

• Assessing and processing incoming travel inquiries via email/messaging, phone, and online.
• Understanding analytics to maximize the potential of our leads.
• Building trusted relationships with our travelers to understand their travel needs and ensure these needs are being met and their expectations exceeded.
• Driving loyalty and repeat bookings of our most valued travelers.

This is an international, fully remote, freelance contractor position, working from home with a 5-day workweek that includes rotating weekend shifts. Initial training (3 to 4 weeks) will take place Monday through Friday.

This role is open to candidates located outside of the United States, with a strong preference for those based in Argentina, Costa Rica, Brazil, and Colombia. The work will all be conducted in English.

Qualifications

• Minimum 8+ years of experience in the travel industry, with a focus on travel sales or operations of luxury tours or hotels.
• 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.
• 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.
• Work flexible hours, including weekends, evenings, and holidays.
• A Bachelor's degree or higher is preferred.

Requirements

• Provide exceptional customer service to travelers by taking ownership of their inquiries and becoming a trusted advisor throughout their use of Zicasso services.
• Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso.
• Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso.
• Participate 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 the Care Team 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.

Benefits

• Remote work from your home base and flexible hours that allow you to enjoy a great work-life balance.
• Innovative, fast-paced and collaborative culture that values diverse voices and opinions.
• Learning and development annual stipend.
• Enjoy two company-sponsored business trips each year at international destinations we serve!