Customer Service Representative, Luxury Travel

Classic Vacations

. Provide personalized assistance to travelers, Travel Advisors, and vendors by phone, email, and written correspondence .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 €15,000 - €21,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer service situations within the luxury travel sector, including proficiency in handling escalated cases, processing refunds, and utilizing booking systems like Sabre and PleX. Exhibits strong communication, analytical, and organizational skills to ensure high-quality service delivery and customer satisfaction.

Highest-signal resume keywords

Luxury Travel Customer Service ExperienceRefunds And Adjustments ProcessingSabre And Airline Ticketing KnowledgeExceptional Verbal And Written Communication SkillsAnalytical And Mathematical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Refund ProcessingBooking AdjustmentsCase Management SystemsFinancial AccuracyLuxury Travel Product KnowledgeSupplier Terms FamiliarityMicrosoft Office ProficiencyTravel Protection ProgramsEscalated Case ResolutionAttention To Detail

Soft Skills

Exceptional Communication SkillsStrong Organizational SkillsSound JudgmentFlexibility And ResponsivenessUnwavering Integrity

Tools & Technologies

PleXSabreEAN HotelsMicrosoft OutlookMicrosoft ExcelMicrosoft Word

Industry Keywords

Luxury TravelHigh-Touch ServiceCustomer AdvocacySupplier RelationshipsTravel Advisors

About the role

Key responsibilities & impact

Provide personalized assistance to travelers, Travel Advisors, and vendors by phone, email, and written correspondence
Own customer cases from first contact through final resolution, providing status updates and follow-up
Handle VIP bookings, high-profile travelers, and sensitive situations with discretion
Resolve in-destination issues including flight disruptions, missed connections, transfer problems, hotel discrepancies, and service concerns
Manage escalated and complex cases and involve the Manager, Customer Service when needed
Design service recovery solutions such as rebooking, upgrades, amenities, and credits
Support travelers affected by weather events, schedule changes, supplier failures, and other disruptions
Calculate and process refunds, credits, changes, and booking adjustments in PleX
Partner with suppliers to secure refunds and compensation and negotiate fee reductions or waivers
Investigate post-travel complaints using Sabre, EAN hotels, PleX, and internal tools
Collaborate with Accounting on refunds, credits, chargebacks, and supplier recoveries
Build productive relationships with worldwide supplier partners across cultures and time zones
Document supplier service failures and share recurring issues with Vendor Relations and Product
Collaborate with customer service and operations teams across time zones
Maintain complete and accurate case notes and protect traveler personal and payment information
Identify service trends, supplier patterns, and root causes
Participate in quality reviews, call or case audits, and process improvement
Partner cross-functionally with Reservations, Operations, Product, Vendor Relations, Accounting, and Technology
Assist with onboarding and mentoring new team members
Maintain product and destination knowledge through training, FAMs, and supplier presentations
Support special projects and initiatives assigned by management

Requirements

What you’ll need

High school diploma or equivalent required
Minimum of 3 years of customer service experience in luxury travel, hospitality, or another premium, high-touch service environment
Demonstrated success handling escalated, complex, and emotionally sensitive customer situations through to resolution
Experience processing refunds, changes, and adjustments with a high degree of financial accuracy
Experience working directly with Travel Advisors, travel suppliers, hotels, airlines, or ground operators
Working knowledge of Sabre and airline ticketing, including schedule changes, exchanges, reissues, and refunds
Ability to learn and work proficiently in PleX, EAN hotels, and other booking and case management systems
Proficiency in Microsoft Office applications, including Outlook, Excel, and Word, in a Windows environment
Strong understanding of luxury travel products, including air, hotels and resorts, transfers, and tours
Familiarity with supplier terms and conditions, cancellation policies, and travel protection programs
Exceptional verbal and written communication skills
Strong analytical and mathematical skills, with exceptional attention to detail and accuracy
Sound judgment in balancing traveler advocacy with company interests
Excellent organization, follow-up, and time management skills
Ability to work independently in a remote environment
Unwavering integrity, discretion, and professionalism in handling confidential information
Ability to remain flexible and responsive in a rapidly changing environment
Full-time, non-exempt hourly position
Remote USA work arrangement with a quiet, private, and secure home workspace and reliable high-speed internet
Flexibility to work early morning, evening, overnight, weekend, and holiday shifts
Ability to perform essential functions at a computer and use a telephone headset for extended periods
Ability to lift up to 15 pounds at a time

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) with company match
PTO
Paid holidays
Exclusive travel industry perks
Opportunities for personal and professional growth
Training, workshops, and professional development programs
Classic-hosted familiarization trips (FAMs) and supplier presentations
Work-life balance
Remote work arrangement