Customer Service
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Customer Service & Reservations Specialist
- Front-line
- Full Time|
- Permanent
- Accessible Employer: Yes
- Open to International applicants with valid Canadian Work permits: Yes
Kiwi Collection | Remote / Hybrid(Canada-based)
Kiwi Collection is looking for a Customer Service & Reservations Specialist to join our Reservations team. This role is ideal for someone who loves luxury travel, enjoys helping people, and takes pride in delivering thoughtful, detail-oriented service.
You'll support our direct Kiwi Collection clients as well as cardholders and concierge teams from our global financial institution partners, ensuring every interaction reflects the high standards of a luxury travel brand.
This is a remote position for applicants outside of Vancouver, with the option to work from our downtown Vancouver office. Vancouver based agents may be required to attend in-office events from time to time.
Responsibilities & Qualifications
What You'll Do:
- Deliver exceptional customer service by phone, email, and chat
- Handle reservation inquiries including availability, pricing, benefits, and special requests
- Act as a liaison between clients, concierge teams, and hotel partners worldwide
- Take ownership of customer requests, follow through on issues, and provide timely resolutions
- Support concierge offices globally with backend assistance and booking support
- Ensure all reservations are accurate, complete, and quality-checked before arrival
- Communicate special requests clearly to hotel partners
- Assist with changes, cancellations, and issue resolution in a calm, professional manner
- Support sales by preparing quotes and guiding clients through the booking process
- Consistently uphold Kiwi Collection's luxury service standards
What We're Looking For:
- 2-4 years of experience in a luxury hotel, luxury travel agency, or high-touch service role
- Reservations experience strongly preferred
- Excellent attention to detail and strong organizational skills
- Confident written and verbal communication skills
- Comfortable multitasking in a fast-paced, service-focused environment
- Ability to work independently and take ownership of tasks
- Experience selling or supporting luxury travel products is an asset
- Proficiency in English; additional languages are a plus
- Passion for travel and delivering standout customer experiences
Schedule & Work Environment
- Full-time role (40 hours per week)
- Flexible shifts required, including evenings and weekends
- Remote, home-based position (Canada)
- Occasional in-person meetings or hotel visits may be required
Range based on experience
Other Perks/Benefits
Why Join Kiwi Collection?
- Work with some of the world's most exceptional luxury hotels
- Be part of a supportive, globally connected reservations team
- Gain exposure to premium travel programs and international partners
- Grow your career in luxury travel and hospitality
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