Location: Based in Southeast Asia - Fully Remote — core hours 9:00 AM–6:00 PM PST
(with occasional evening/weekend/holiday coverage on a rotation)
Employment: Full-time
Client
Our client is an innovative travel platform that personalizes how travelers book and plan their trips—connecting clients to exclusive options, seamless booking, and expert, taste-based recommendations.
Role Overview
You’ll own end-to-end trip planning for high-spend, discerning travelers. Beyond crafting bespoke itineraries, you’ll price, book, ticket, and service air using a GDS (e.g., Amadeus or Sabre) and manage post-booking changes (exchanges, refunds, and disruptions). You’ll primarily engage via WhatsApp, with phone/email/chat as needed, and you’ll grow wallet share through thoughtful upsell of premium experiences.
Key Responsibilities
Booking & Travel Arrangements
- Build tailored, multi-city itineraries across flights, hotels, villas, cars, and on-the-ground experiences.
- Use the company’s platform plus GDS and supplier portals/NDC channels to search, price (private/public fares), book, and ticket.
- Issue, reissue, exchange, and refund tickets; create and manage EMDs (seat, bag, lounge, Wi-Fi, etc.).
- Manage PNR documentation, queues, and ticketing deadlines; handle schedule changes (SKCHG), involuntary reroutes, and waivers with airlines/consolidators.
- Coordinate special service requests (SSR/OSI), meet-and-assist, chauffeurs, VIP handling, and lounge access.
Client Relationship Management
- Serve as a trusted advisor for a HNW/VIP clientele—capturing detailed preferences and maintaining clean client profiles.
- Communicate proactively via WhatsApp-first, delivering fast, clear updates and service recovery
- when things go off-plan.
- Drive repeat/loyalty through personalization, surprise-and-delight touches, and post-trip follow-ups.
Sales & Recommendations
- Increase attach rate across premium cabins, preferred hotels, private transfers, insurance, and exclusive experiences.
- Stay current on destination intel, airline fare families, alliance benefits, lounge programs, and seasonal offers.
Operations, Compliance & Quality
- Hit SLAs for first response, turnaround, and ticketing; maintain high QA accuracy in PNR notes and CRM data hygiene.
- Follow PCI-DSS and payment best practices; help prevent fraud/chargebacks with proper documentation.
- Advise on passport/visa and entry requirements; flag travel risks and recommend insurance.
- Contribute playbooks/macros; partner with product to improve tools and traveler experience.
Qualifications
Must-Have
- 2+ years in a client-facing travel role (luxury agency, OTA, or TMC) including hands-on GDS experience (Amadeus or Sabre) for air ticketing, exchanges, and refunds.
- Fluency in fare rules, reissue math, RBDs/fare families, net/contract fares, EMD handling, and queue management.
- Excellent written & verbal English; WhatsApp-native communication style with impeccable tone and discretion.
- Proven success with HNW/VIP travelers; calm under pressure during disruptions/IRROPS.
- Strong organization and multitasking; meticulous attention to detail and documentation.
- Remote-ready setup: stable high-speed internet, quiet workspace, and comfort with modern SaaS tools.
Nice-to-Have
- Experience with both Amadeus and Sabre; exposure to NDC content and airline portals.
- Familiarity with mid/back-office (e.g., Trams, ARC/BSP workflows) and chargeback documentation.
- Additional languages; destination or specialist certifications (IATA/UFTAA/CLIA).
- Prior luxury/hospitality partnerships (e.g., consortia, villas, private aviation).
Tools You’ll Use
- GDS (Amadeus or Sabre), airline portals/NDC, consolidator tools
- Company booking platform, supplier/wholesaler systems
- CRM (e.g., HubSpot/Salesforce), knowledge base, and macros
- WhatsApp, email, phone, and chat systems
- Payments (virtual cards, 3-DS/PCI-compliant workflows), reporting dashboards
What Success Looks Like
- CSAT/NPS and 5-star feedback; high traveler retention and repeat rate
- SLA adherence (first response, ticketing TAT, disruption time-to-resolution)
- Accuracy/QA scores on PNR notes, docs, and payment handling
- Sales KPIs : conversion rate, premium cabin mix, attach rate, revenue/GMV per traveler
Schedule & Coverage
- Core hours 9:00 AM–6:00 PM PST with flexibility for traveler needs
- Rotating evening/weekend/holiday coverage during peak periods and irregular ops
Opportunity
Join a fast-moving, client-obsessed team where your GDS craft, service mindset, and taste-driven curation create unforgettable travel. If you love solving complex air puzzles and elevating every detail from cabin to cocktail bar—let’s talk.
