URGENT HIRING Client Experience Team Lead

19 hours ago

Taguig, National Capital Region, Philippines KMC Solutions Full time $70,000 - $120,000 per year

Make your next big career move by applying as KMC Solutions' next RESPONSE TEAM LEAD

The Response Team Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor & Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers immediate and personalized assistance, reinforcing Lartisien's promise of seamless luxury travel. This role requires quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce Omni-Channel & extranets for real-time solutions.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a RESPONSE TEAM LEAD include:

  • 24/7 Client Support – Handle urgent requests, modifications, and cancellations across all membership tiers, ensuring a frictionless experience.
  • Crisis Management – Resolve emergencies, ensuring exceptional client experiences.
  • Technology-Driven Solutions – Use Salesforce Omni-Channel & extranet tools to monitor and respond instantly.
  • Dual Role Execution – Manage high-priority Voyager requests while ensuring smooth operations for all clients.
  • Multi-Channel Communication & Client Retention – Engage clients through WhatsApp, email, and phone, ensuring flexibility in communication. Strengthen loyalty through proactive service and seamless problem resolution.

To apply, you must be an expert on the following requirements:

  • 5+ years in luxury travel, hospitality, or high-end client services.
  • Expert in crisis resolution, high-pressure decision-making, and client satisfaction.
  • Expertise in handling ultra-luxury clientele and complex service requests.
  • Salesforce knowledge is an advantage.
  • Fluent in English (French or other languages preferred).
  • Availability for shift-based 24/7 support, including weekends and holidays.

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