Make your next big career move by applying as KMC Solutions next RESPONSE TEAM LEAD!
The Response Team Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor & Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers immediate and personalized assistance, reinforcing Lartisien's promise of seamless luxury travel. This role requires quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce Omni-Channel & extranets for real-time solutions.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a RESPONSE TEAM LEAD include:
- 24/7 Client Support – Handle urgent requests, modifications, and cancellations across all membership tiers, ensuring a frictionless experience.
- Crisis Management – Resolve emergencies, ensuring exceptional client experiences.
- Technology-Driven Solutions – Use Salesforce Omni-Channel & extranet tools to monitor and respond instantly.
- Dual Role Execution – Manage high-priority Voyager requests while ensuring smooth operations for all clients.
- Multi-Channel Communication & Client Retention – Engage clients through WhatsApp, email, and phone, ensuring flexibility in communication. Strengthen loyalty through proactive service and seamless problem resolution.
To apply, you must be an expert on the following requirements:
- A genuine passion for luxury travel, hospitality, and creating exceptional client experiences.
- At least 5 years of experience serving discerning, VIP, or high-net-worth clientele in a client-facing environment.
- Strong relationship-building skills, with the ability to communicate confidently and professionally with clients, partners, and suppliers across different cultures and markets.
- Exceptional attention to detail and a commitment to delivering flawless, personalized experiences.
- A proactive, solutions-oriented mindset with the ability to anticipate client needs and take ownership of outcomes.
- Proven ability to manage multiple priorities, navigate operational complexities, and remain composed in time-sensitive situations.
- Strong organizational and problem-solving skills, with a high level of accountability and responsiveness.
- Experience using Salesforce or similar CRM platforms is an advantage.
- Flexibility to support a global client base across different time zones, including occasional weekends and holidays when required.
It will also be favorable if you are knowledgeable in:
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
Location: Metro Manila
Work Arrangement: Fully on-site
Shift: Monday - Friday, 8:00 PM - 5:00 AM (Occasional weekends and holiday shifts)
