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Europe Express is a business unit of Travelopia (https://www.travelopia.com/), the world's leading experiential travel company with over 2,000 employees in 30 countries around the world. We are a collection of diverse and exciting businesses, owned by KKR, one of the world’s largest private equity firms.

Established in 1990, Europe Express provides high-quality, custom travel to Europe for their North American clients. The company serves both private group and FIT leisure markets, working exclusively with travel advisors to book everything from air and rail to hotels and sightseeing tours.

The Opportunity
We are seeking hardworking, customer focused professionals to join our growing team of Europe Experts. The Reservations Coordinator supports the needs of our US-based Travel Agent Partners in the period after deposit through the completion of trip, including in destination support!

Compensation and Benefits

The position offers base salary plus annual bonus, health benefits, paid time off, employee assistance program and career progression opportunities.

What You Will Be Doing:

• Remain available to answer calls and email requests from our customers to ensure that we meet service level targets. Answer questions and provide consultation on existing reservations post deposit.
• Collaborate with Europe Specialists, Support teams and Travel Agents to ensure seamless servicing across teams.
• Run and quality check reservations in our CRM/HubSpot to ensure accurate documentation of interactions, emails, tickets, and tasks are completed as required.
• Price and recommend changes to reservations which include arrangements for air, hotels, sightseeing and ground transportation.
• Process cancellation requests. Review reservations to settle penalties. Send written communication to travel partners outlining penalties, nonrefundable services, and next steps.
• Maintain and develop solid understanding of Europe Express products/ services and educate our travel agent partners about them.
• Build and maintain relationships with clients to drive loyalty and repeat business.
• Assist customers with service disruptions that may occur while traveling, e.g. flight delays, industrial action and severe weather impact.
• Provide In-Destination support for customers who are not satisfied with individual services to include hotel relocation, sightseeing changes, car rental availability, transfer service delivery and incident management notification.

What We Are Looking For

• Multi-lingual with elevated level of verbal and written communication skills in English.
• Previous support experience in travel industry with a focus on European destinations preferred.
• Experience with B2B sales and account management building skills in a call center environment preferred.
• Attitude passionate about prioritizing client needs and delivering outstanding service quality.
• Ability to handle multiple accounts, prioritize tasks, deliver exceptional service to our customers and to work across multiple computer platforms to complete job requirements.
• Ability to remain calm under pressure and find creative solutions in a fast-paced environment.
• Basic math skills required to audit reservations, resolve additional payment and/or refunds for reservations.
• Solid understanding of HubSpot and Microsoft Teams and MS Office preferred. Knowledge of GDS system is a plus.
• Must be flexible and responsive to changing priorities while working in hectic seasons to meet immediate goals

Additional Details

• This is a full-time, hybrid, 40 hours a week position, Monday through Friday with 1-2 weekend days per month.
• Once training is completed the work schedule will range between 7 am - 6 pm Costa Rica Time to support US based Travel Agents/ Clients. Schedule subject to change due to Daylight Savings.
• There will be 2-3 weeks of in-person training at the start and a 90-day probationary period.
• Post the initial training it will be required to spend a minimum of 2 days in our office located in Escazu Village, San Jose as well as on select days for meetings or employee events. The remaining days would be in a virtual home office.

Home Office Requirements

• You will be fully equipped to work from home.
• Dedicated workspace free from distraction.
• Stable home internet connection. Wireless connection preferred. (minimum ADSL 20 mbps download, 10 mbps upload, ideal ADSL 40 mbps download and 20 mbps upload)

Our Commitment to Equity, Diversity & Inclusion

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

To request accommodations, please contact our team at Talent@Travelopia.com.

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