Traveler Care Specialist

Summary

Join Zicasso, a leading luxury travel company, as a fully remote Traveler Care Specialist! Based outside the US (ideally Argentina, Costa Rica, Brazil, or Colombia), you'll provide exceptional customer service to discerning travelers, building relationships and exceeding expectations. You'll leverage data and technology to maximize lead potential and drive customer loyalty. This freelance contractor role requires 8+ years of experience in luxury travel sales or operations and excellent English fluency. You'll work flexible hours, primarily overlapping with Colorado business hours. Zicasso offers remote work, flexible hours, a collaborative culture, a learning stipend, and two annual international company trips.

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

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 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

Preferred Qualifications

A Bachelor's degree or higher is preferred

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!