Bilingual Customer Service Specialist

Responsibilities

• Build authentic relationships with travelers, making each person feel known, valued, and genuinely cared for
• Proactively reach out to travelers ahead of departure to set expectations, answer questions, and build excitement
• Partner with internal teams to resolve traveler requests seamlessly
• Make meaningful decisions within an AI-powered workflow
• Take ownership of emotionally charged situations and guide travelers to resolution
• Adapt communication style and approach to match each traveler’s needs

• Fluent in both written and spoken English and Spanish
• 4 years of relevant customer service or client-facing experience or a 4-year college degree
• Work driven by empathy and relationship building
• Thrives in complexity and can adapt communication style
• High emotional intelligence, capable of making sound judgments under pressure
• Naturally curious and a collaborator
• Comfortable adopting new technology and AI-powered tools

Demonstrates strong customer service skills with a focus on empathy and relationship building, while effectively adapting communication styles to meet diverse traveler needs. Proficient in utilizing AI-powered tools to enhance traveler experiences and resolve requests efficiently.