Client Services & Operations Executive

About ROLZO

ROLZO combines technology with white-glove service to elevate the journeys of the world's most discerning travellers. Redefining luxury mobility, ROLZO offers an all-in-one platform for transfers, hourly chauffeur services, and VIP Meet & Greet experiences across 100+ countries, 750 cities, and 1,000 airports. Our mission is to empower businesses serving high-net-worth individuals with seamless, reliable, and consistent service worldwide. 

Overview

This role sits at the core of ROLZO's global operations, combining client services, supply coordination, and live service delivery. You will be responsible for managing the full lifecycle of a booking—from initial client interaction to final service execution—ensuring a seamless, high-touch experience at every stage. Acting as both the face of ROLZO to clients and the operational link between partners and internal teams, you will play a critical role in delivering our five-star service standards worldwide.

Responsibilities

Client Services

. Serve as the primary point of contact for clients via live chat, email, and phone, delivering a professional, polished, and reassuring experience.

. Manage quotes, bookings, amendments, and platform-related requests with speed and accuracy.

. Provide proactive updates to clients, including confirmations, chauffeur details, and service changes.

. Handle escalations with composure, offering effective solutions in time-sensitive situations.

. Maintain detailed and accurate records of client interactions, preferences, and bookings.

Operations & Supply

. Source, vet, and manage global partners, ensuring alignment with ROLZO's quality and service standards.

. Oversee dispatch operations, ensuring the correct chauffeurs and vehicles are assigned to each booking.

. Monitor partner performance, availability, and pricing to maintain service excellence and protect margins.

. Build and maintain strong relationships with partners as the key operational point of contact.

. Identify cost-effective solutions while preserving a premium client experience.

Service Delivery

. Oversee live bookings globally, ensuring each journey runs smoothly from dispatch through to completion.

. Proactively anticipate and resolve issues before they impact the client experience.

. Coordinate in real time with chauffeurs, partners, and internal teams to manage updates and last-minute changes.

. Monitor service timelines, punctuality, and execution to ensure full alignment with client expectations.

. Ensure all service details are executed precisely, including vehicle standards and meet-and-greet protocols.

. Track and report service performance, flag issues, and contribute to continuous improvement.

Requirements

. Previous experience in luxury travel, hospitality, logistics, or high-end customer service.

. Strong communication skills, both written and verbal, with a refined and client-centric tone.

. Exceptional attention to detail, organisation, and ability to multitask in a fast-paced environment.

. Calm, solutions-oriented mindset with the ability to perform under pressure.

. Experience with dispatching, coordination, or operational tools is a plus.

. A proactive approach and commitment to delivering excellence at every touchpoint.

. Flexibility to work in a global, 24/7 operational environment with rotating shifts.

. Ability to work on-site in our Quezon City office.

What we offer

. Competitive salary package

. Comprehensive HMO program

. All necessary equipment and tools provided

. A dynamic, international environment with strong growth potential

Profile

. Naturally client-focused with a passion for delivering exceptional service

. Highly organised with strong operational awareness

. Commercially minded with attention to margins and efficiency

. A team player who thrives in a dynamic, international environment