Responsibilities:

Client Engagement & Luxury Travel Support

• Assist high-value clients in booking first-class and business-class flights, ensuring best-in-market deals.
• Provide white-glove customer service tailored to VIP travelers.
• Solve problems in high-pressure, time-sensitive situations, ensuring seamless travel experiences.
• Own the client experience by building long-term relationships and developing FlyFlat’s brand reputation.

Operations & Collaboration

• Work closely with Concierge I team members and Sabre agents to fulfill client requests.
• Maintain and optimize affiliate relationships and balances.
• Process billing, credit card payments, authorizations, and refunds.
• Collaborate with the accounting team on end-of-month billing and reporting.

Process Improvement & Brand Development

• Enhance customer service workflows, ensuring a consistently exceptional client experience.
• Improve internal process documentation and training materials to streamline operations.
• Contribute to the growth and refinement of FlyFlat’s luxury travel offerings.

Qualifications

• Passion for international travel and luxury experiences.
• 2+ years of experience directly dealing with customers via email, SMS, and chat apps.
• Strong customer service and communication skills, with an ability to manage VIP clients.
• Highly responsive to emails, WhatsApp, and Telegram messages.
• Ability to work independently and handle high-pressure situations.
• Strong analytical ability, attention to detail, and proficiency with analytical tools.