Traveler Care Specialist

The Role

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. You will learn to understand analytics and help ensure that we are maximizing the potential of our leads. You will build trusted relationships with our travelers to understand their travel needs and ensure these needs are being met and their expectations exceeded. This position plays a key role towards 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.

Key Responsibilities

• Provide exceptional customer service to travelers by taking ownership of their inquiries and becoming a trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming traveler inquiries via phone, live chat, messages 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.
• 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.