Job Overview

Our client is seeking a driven, bilingual French-English customer service leader with deep expertise in the global travel sector. This is a highly customer-centric role requiring a hybrid of high-tier customer experience management and operational team leadership. You will serve as the architectural anchor for a remote support unit, handling VIP multi-destination itineraries and escalated booking challenges, while actively coaching, training, and running quality assurance checks for your team. The ideal candidate pairs a native command of Global Distribution Systems (GDS) with a confident, motivational management style to ensure service excellence across a fast-paced environment.

Schedule

• 6:00 AM – 3:00 PM GMT [Greenwich Mean Time] (40 hours per week)

Responsibilities

Team Leadership & Performance Management

• Operational Oversight: Lead and support a remote, bilingual customer service team to secure high service quality, optimal workflow coordination, and 24/7 cross-regional coverage.
• KPI Monitoring: Drive and audit team productivity metrics, including average response times, ticket resolution rates, missed call frequencies, and adherence parameters.
• QA & Performance Coaching: Conduct routine quality assurance evaluations on customer interactions, deliver onboarding paths, and provide targeted performance coaching to team members.
• Culture Cultivation: Promote an accountable, service-driven team culture focused on continuous development and metric optimization.

Escalated Customer Experience & Complex Itineraries

• Bilingual Support: Answer incoming customer inquiries with absolute fluency in both French and English across phone networks, emails, and live ticketing desks.
• High-Tier Care: Manage high-priority VIP traveler interactions with meticulous attention to detail and zero margin for error.
• GDS Flight Logistics: Resolve complex itinerary issues, including multi-destination routing, real-time schedule modifications, cancellations, and irregular operations (IROP) rebooking.
• Financial Administration: Process customer charges, manual refunds, travel credits, and billing disputes in accordance with rigid compliance procedures.
• Data Hygiene: Document customer resolutions and technical escalations perfectly within the central CRM and ticketing systems.

Requirements

Required Qualifications

• Technical GDS Mastery: Hands-on, production-level experience navigating Amadeus, Galileo, or Sabre Global Distribution Systems (GDS).
• Linguistic Capability: Complete professional fluency in both French and English with impeccable verbal and written communication skills.
• Supervisory Footprint: Proven leadership or supervisory experience within a call center, customer service center, hospitality setup, or travel agency environment.
• Conflict Resolution: Exceptional phone communication mechanics with a strong history of handling escalated cases and high-priority consumer disputes.
• Remote Competency: Mastery of CRM structures, modern ticketing systems, and call center cloud software in a self-managed, remote framework.

Preferred Qualifications (Nice-to-Have)

• Past tenure inside premium travel agencies, airline desks, or international tourism operations.
• Deeper understanding of international travel document tracking, visas, and cross-border entry metrics.
• Experience developing QA scorecards, script libraries, training materials, or operational SOPs.

Independent Contractor Perks

• Permanent work from home arrangement
• Immediate hiring timelines
• Health Insurance Coverage for eligible locations 

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.