Job Description

About Us:
Kiwi Collection is the world’s largest curated collection of luxury hotels. We partner with leading financial institutions and concierge teams worldwide to deliver exceptional hotel booking experiences for discerning travelers.

Description:
We are looking for a Customer Service & Reservations Agent to join our global Concierge team. The ideal candidate has luxury hotel or travel industry experience, is detail-oriented, and thrives on delivering outstanding customer service. This role is remote (within Canada), with flexible shifts that include evenings and weekends.

Main Responsibilities:

Provide exceptional customer service to Kiwi Collection clients, Visa cardholders, and concierge offices worldwide.

Handle incoming calls, emails, and chats with professionalism and efficiency.

Manage reservations: confirm accuracy, communicate special requests, and liaise with hotels to ensure seamless guest experiences.

Troubleshoot and resolve issues or complaints with empathy and discretion.

Educate Visa cardholders and concierge teams on Visa Luxury Hotel Collection benefits.

Support marketing initiatives and ensure quality assurance on all reservations.

Assist with sales by preparing quotes, upselling when appropriate, and ensuring complete booking accuracy.

Responsibilities & Qualifications

Ideal Candidate

3+ years of experience in a luxury hotel or luxury travel agency (reservations experience preferred).

Strong knowledge of the travel and hotel industry.

Experience selling luxury travel products.

Exceptional written and verbal communication skills; proficiency in English (additional languages are an asset).

Detail-oriented, organized, and able to multitask effectively.

Professional in all interactions, with a passion for luxury travel and enhancing the client experience.

Strong problem-solving and customer service skills.

Comfortable working independently and collaboratively with a global team.

Experience with Salesforce/CRM software and MS Office Suite an asset.

Shifts

Full-time, 40 hours per week.

Various shifts available (including evenings and weekends).

Example shifts: 6:00 AM – 2:30 PM, 9:30 AM – 6:00 PM, 3:30 PM – 12:00 AM

Other Perks/Benefits

Why Join Kiwi Collection? Work remotely from anywhere in Canada (with the option of our downtown Vancouver office). Enjoy exclusive travel perks and a comprehensive health benefit plan Be part of a passionate team supporting luxury travel experiences worldwide.

Job Application Process

Please e-mail you CV and Cover letter to carlad@kiwicollection.com

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