Traveler Care Specialist | Zicasso

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Company Overview</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Zicasso is a leading luxury travel company that creates personalized, life-enriching experiences for discerning travelers. Founded in Silicon Valley, our unique approach to travel blends cutting-edge technology and the unsurpassed destination expertise of our top travel specialists worldwide.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a member of our team, you&#8217;ll contribute to creating experiences that consistently earn us thousands of 5-star reviews. You&#8217;ll be part of a company recognized as &#8220;Best in Travel&#8221; by TRAVEL+LEISURE magazine and regularly featured in notable publications such as The New York Times, The Wall Street Journal, BBC, and CNN. By joining Zicasso, you&#8217;ll play a key role in bringing travel dreams to life – pushing the boundaries of what&#8217;s possible in luxury travel experiences.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a fully remote company spanning five continents, we foster a dynamic, progressive global work environment that values creativity, initiative, and continuous learning. We&#8217;re seeking passionate, data-driven individuals who thrive in a high-performance environment and are eager to contribute to our innovative company culture underpinned by the pursuit of excellence, integrity, and teamwork.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Our global team comes together annually for an <a href="https://www.youtube.com/watch?v=QNTdtSHI3Fg" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">international company retreat</a> in various locations, providing a unique opportunity to share ideas, collaborate in person, and strengthen our culture. This event embodies our commitment to both professional growth and the transformative power of travel.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Join us in shaping the future of luxury travel while working towards our vision: to create a more connected humanity through travel. To learn more, visit <a href="http://www.zicasso.com" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">www.zicasso.com</a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Role</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Currently, we are seeking a <strong class=" font-semibold">highly motivated, customer service-minded Traveler Care Specialist</strong>, who embraces an entrepreneurial spirit and has a passion for international travel!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This role will be working at the intersection of our customers and Zicasso’s global network of travel providers (partners), making both sides delighted with Zicasso’s unique matching service and will be responsible for assessing and processing incoming client travel inquiries via email, phone, and online. You will learn to understand analytics and help ensure that we are maximizing the potential of our leads. You will build trusted relationships with our travelers to understand their travel needs and ensure these needs are being met and their expectations exceeded. This position plays a key role towards driving customer loyalty and repeat bookings of our most valued travelers.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This is an <strong class=" font-semibold">international, fully-remote, freelance contractor</strong> position, working from home, at a location <em>outside</em> of the United States. We are particularly seeking candidates who are based in Argentina, Costa Rica, Brazil and Colombia.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">There is flexibility in your work hours but we expect that you will generally <strong class=" font-semibold">maximize your overlap with</strong> <strong class=" font-semibold">Colorado hours</strong>, eg. until 5pm Mountain Time (GMT -3).</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The work will all be conducted in English.</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Key Responsibilities</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide exceptional customer service to travelers by taking ownership of their inquiries, and becoming their trusted advisor throughout their use of Zicasso services. This includes assessing and solving incoming client travel inquiries via phone, live chat, and email.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Build trusted, long-lasting relationships with discerning luxury clients to strengthen their confidence in Zicasso. This involves assisting and serving clients in a way that meets their needs and exceeds their expectations.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ensure a high level of inquiry conversion by demonstrating expertise in consultation, product knowledge, and the benefits of using Zicasso. This includes speaking with travelers via phone calls (and sometimes video), helping them understand how Zicasso works, and providing guidance for their travel needs.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Lead cross-functionally with the Partnerships, Product, and Marketing teams to integrate best practices and solutions for the client&#8217;s experience and/or issues that may arise.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with senior leadership on projects and initiatives to solve problems and create innovative solutions.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Leverage Zicasso’s data, analytics and technology to to set new standards for customer success, driving innovation and excellence for the luxury travel industry.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide consultation and advice to move general inquiries to destination-specific trip requests.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Coach and mentor team members as needed.</span></li>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Please Note: We’re seeking highly-motivated candidates. Those who excel in this role will be given the opportunity to take on increasingly complex projects and initiatives, and grow their role and responsibility within the Traveler Care Team.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Required Skills and Experience</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Passionate about travel, with extensive experience traveling abroad and a strong curiosity about new international destinations.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent fluency in oral and written English.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A cheerful and confident person who is adaptable to different styles of communication and traveler behaviors.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Highly motivated and enthusiastic, with a willingness to put in extra effort in a start-up environment to drive company success.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong organizational skills and attention to detail, striving to achieve quality, error-free work.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Willingness to work flexible hours, including weekends, evenings, and holidays.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A Bachelor&#8217;s degree or higher is preferred.</span></li>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What We Offer:</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Fully remote work arrangement</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Competitive compensation and benefits package (medical, dental, vision)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Open Paid Time Off policy and 10 days of company-paid holidays</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Stock options package</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">401K retirement plan with employer matching</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Substantially discounted luxury travel during off-season</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">An unforgettable annual company retreat at one of the international destinations we serve</span></li>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 Zicasso!</p>