Traveler Care Specialist, Luxury Travel (Customer Service, Sales) at arenaflex
Are you a travel enthusiast with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a leading luxury travel company that creates personalized, life-enriching experiences for discerning travelers.
As a Traveler Care Specialist at arenaflex, you will play a vital role in shaping the future of luxury travel while working towards our vision: to create a more connected humanity through travel. You will be part of a global team that values creativity, initiative, and continuous learning, and is recognized as "Best in Travel" by TRAVEL+LEISURE magazine.
About arenaflex
arenaflex is a fully remote company spanning five continents, with a unique approach to travel that blends cutting-edge technology and the unsurpassed destination expertise of our top travel specialists worldwide. Our company culture is underpinned by the pursuit of excellence, integrity, and teamwork, and we foster a dynamic, progressive global work environment that values creativity, initiative, and continuous learning.
As a member of our team, you'll contribute to creating experiences that consistently earn us thousands of 5-star reviews. You'll be part of a company regularly featured in notable publications such as The New York Times, The Wall Street Journal, BBC, and CNN. By joining arenaflex, you'll play a key role in bringing travel dreams to life – pushing the boundaries of what's possible in luxury travel experiences.
The Role
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 customers and arenaflex's global network of travel providers (partners), making both sides delighted with arenaflex's unique matching service.
Key Responsibilities
As a Traveler Care Specialist, you will be responsible for:
* Providing exceptional customer service to travelers by taking ownership of their inquiries, and becoming their trusted advisor throughout their use of arenaflex services. This includes assessing and solving incoming client travel inquiries via phone, live chat, and email.
* Building trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in arenaflex. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.
* Ensuring a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using arenaflex. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how arenaflex works, and providing guidance for their travel needs.
* Leading 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.
* Partnering with senior leadership on projects and initiatives to solve problems and create innovative solutions.
* Leveraging arenaflex's data, analytics, and technology to set new standards for customer success, driving innovation and excellence for the luxury travel industry.
* Providing consultation and advice to move general inquiries to destination-specific trip requests.
* Coaching and mentoring team members as needed.
Required Skills and Experience
To be successful in this role, you will need:
* 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.
What We Offer
As a Traveler Care Specialist at arenaflex, you will enjoy:
* Fully remote work arrangement
* Competitive compensation and benefits package (medical, dental, vision)
* Open Paid Time Off policy and 10 days of company-paid holidays
* Stock options package
* 401K retirement plan with employer matching
* Substantially discounted luxury travel during off-season
* An unforgettable annual company retreat at one of the international destinations we serve
How to Apply
If you are a customer service-minded problem solver with a passion for travel and a strong desire to make a difference, we strongly encourage you to apply for this exciting opportunity to join our team and help shape the future of personalized, life-enriching travel experiences at arenaflex!