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.