Job Title

Concierge Customer Care Representative

Department

Customer Experience / Operations

Reports To

Customer Care Supervisor / Customer Experience Manager

Job Summary

The Concierge Customer Care Representative is responsible for delivering exceptional, personalized customer service by assisting clients with travel-related requests, reservations, inquiries, and post-booking support. The role focuses on creating seamless customer experiences through proactive communication, problem-solving, and attention to detail while maintaining the highest standards of professionalism.

Key Responsibilities

Customer Service

• Deliver premium customer service through phone, email, WhatsApp, live chat, and other communication channels.
• Build strong relationships with customers by providing personalized assistance.
• Respond promptly and professionally to customer inquiries and service requests.
• Handle customer complaints with empathy and work toward timely resolution.
• Ensure every customer interaction reflects the company's service standards.

Concierge Services

• Assist customers with travel arrangements, hotel bookings, airport transfers, excursions, restaurant reservations, and other concierge requests.
• Recommend destinations, attractions, activities, and travel enhancements based on customer preferences.
• Manage special requests such as VIP services, celebrations, accessibility requirements, and special occasions.

Booking & Reservation Support

• Process new bookings, amendments, cancellations, and refunds according to company policies.
• Verify booking details for accuracy and completeness.
• Monitor reservations and follow up with suppliers to ensure service delivery.
• Maintain accurate customer profiles and booking records in CRM systems.

Customer Follow-up

• Conduct pre-travel and post-travel follow-up communications.
• Proactively notify customers of schedule changes, travel updates, or operational disruptions.
• Collect customer feedback and escalate recurring service issues.
• Promote customer loyalty through exceptional after-sales support.

Coordination

• Liaise with internal departments and external suppliers to resolve customer issues efficiently.
• Escalate complex cases to supervisors when necessary.
• Ensure timely completion of customer requests while meeting service-level agreements (SLAs).

Documentation & Compliance

• Maintain accurate records of customer interactions.
• Follow company policies, quality standards, and data privacy requirements.
• Prepare reports related to customer requests, complaints, and service performance when required.