Digital Travel Consultant

The Cloud5 Digital Travel Consultant will deliver exceptional lifestyle, travel, and concierge services to customers around the world. From securing reservations at sought-after restaurants and sourcing meaningful gifts to creating personalized travel experiences and managing bookings, you will provide seamless, high-touch support through both digital and voice channels.

This role requires a customer-focused professional who is passionate about travel and lifestyle services, highly proficient with technology, and skilled at building rapport through written communication. The ideal candidate demonstrates outstanding customer service, strong written and verbal communication skills, excellent attention to detail, and the ability to think creatively to resolve inquiries while consistently delivering extraordinary customer experience.

What You’ll Do (Essential Responsibilities)

• Manage multiple customer interactions across chat and phone channels, adapting to business needs and service demand.
• Deliver personalized service through both written (chat/email) and verbal (phone) communication while maintaining a consistent, premium customer experience.
• Research and recommend curated travel, dining, entertainment, and lifestyle experiences using a variety of online resources and search tools.
• Coordinate and secure reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, special events, and other lifestyle experiences.
• Utilize program expertise to identify and provide exclusive benefits, upgrades, and tailored recommendations that enhance each customer’s experience.
• Communicate professionally with customers, vendors, partners, and service providers via chat, phone, and email to fulfill requests and resolve issues.
• Maintain current knowledge of popular destinations, restaurants, events, travel trends, and lifestyle offerings to provide informed recommendations.
• Effectively manage and de-escalate customer concerns across both channels, particularly during unexpected travel disruptions or time-sensitive situations.
• Consistently meet established service-level expectations, including response times, call handling expectations, follow-up commitments, and white-glove service standards.
• Address customer objections with empathy and professionalism while presenting alternative solutions aligned to their needs and preferences.
• Adhere to established compliance procedures and reservation protocols to ensure accuracy, quality, and risk mitigation.
• Utilize a variety of communication and service technologies, including chat platforms, soft-phone systems, email, web browsers, and other digital tools.
• Stay informed on program enhancements, promotions, policies, procedures, and service updates to ensure accurate customer guidance.
• Complete all required training programs and professional development activities to maintain role proficiency and service excellence.

**The above responsibilities and duties describe the general nature and level of work associated with the Digital Consultant Role. This is not meant to be an exhaustive list of all responsibilities and duties that may be required.