Ground Experience Manager – Asia Pacific
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Job Description
Ground Experience Manager overseeing client experiences and managing travel operations. Providing real-time support to elevate clients' travel experiences remotely from Vietnam, Cambodia, or Indonesia.
Responsibilities:
- Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift.
- Proactively reaching out to clients multiple times during their trip.
- Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients.
- Monitoring active bookings for potential issues and acting proactively.
- Working closely with Travel Designers, Product, and management to collate and action during- and post- trip feedback.
Requirements:
- A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service, ideally in luxury travel, hospitality, or a premium service environment.
- Exceptionally calm and reassuring under pressure.
- A confident and independent decision-maker.
- Flawless written and spoken English.
- Highly organised, able to manage multiple live client situations simultaneously.
- Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision.
Benefits:
- 25 days of paid annual leave in addition to bank holidays.
- Access to resources such as mental health first-aiders and dedicated Employee Assistance Programs (EAPs).
- Comprehensive training program during initial three weeks, with ongoing training opportunities.
- Flexible working hours to support work-life balance.
- Social activities and events including shuffleboard, BBQ boat outings, and virtual cooking classes.
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