Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics.
Master complex travel optimization using award programs, creative routing, and premium fare strategies.
Build polished quotes with clear reasoning, value explanations, and trade-off analysis.
Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team’s work.
Lead and coach 3–5 Client Service Members with daily feedback and real-time problem-solving.
Supervise all client searches and communications during your shift.
Run weekly team reviews to improve search quality and communication.
Ensure seamless handovers between teams and shifts.
Collaborate with Ticketing and Trip Fulfillment teams on bookings and confirmations.
Handle escalations with empathy and confidence.

3+ years in luxury travel, premium concierge, or high-touch client service.
Deep expertise with Sabre GDS — proficient in flight search, fare rules, and creative routing.
Experience with mileage programs and premium booking methods.
Excellent written communication — your quotes are clear, polished, and reflect luxury standards.
Proven track record of meeting 95%+ SLA or quality standards.
Leadership or mentoring experience — you’ve coached others, even informally.
Calm under pressure — you prioritize effectively when requests pile up.

Client Service Team Lead

Key skills