旅行援助与礼宾协调员
Travel Assistance & Concierge Coordinator
关于公司：Battleface 正在打造一家以人类为中心的旅行保险公司，旨在将人们与世界连接在一起。长期以来，旅行保险一直以公司为中心，而不是以旅行者为中心。我们通过为旅行者提供定制化的保障和现实世界的支援，在他们需要的时候和地点给予支持，从而改变这一现状。
我们的全球援助平台 Robin Assist 为世界各地的旅行者提供 24/7 的旅行、医疗、安全、理赔和礼宾服务。从紧急中断到 VIP 旅行协调，我们帮助旅行者自信地应对旅程的每一个阶段。
关于职位
我们正在寻找有经验的旅行援助与礼宾协调员，以支持我们不断壮大的全球运营团队。该职位结合了旅行援助、礼宾支持和客户服务。协调员协助旅行者进行行程规划、新旅行预订、行程修改、旅行中断以及个性化礼宾请求，同时提供高接触度的客户体验。
这不是一个传统的旅行社职位。我们的协调员在旅行者遇到压力大且时间紧迫的情况时提供支持，包括航班取消、误机、天气中断、医疗事件和复杂的国际旅行物流问题。
理想的候选人具有旅行运营、预订、客户服务、酒店业或礼宾服务的经验，并了解如何提供冷静、高效且以解决方案为导向的支持。
这是一项完全远程的工作，需支持 24/7 运营，包括轮班制的晚间、周末和节假日。
你将负责
- 协助旅行者进行酒店、航班、火车、交通及其他旅行相关预订
- 支持客户进行行程更改、取消、重新预订和旅行中断处理
- 协调礼宾请求，包括餐厅预订、旅游、接送和目的地相关服务
- 与全球的酒店、航空公司、交通供应商和旅行供应商沟通
- 在紧急或意外情况中为旅行者提供实时支持
- 协助客户处理现有旅行预订和预订后支持
- 通过电话、电子邮件、聊天和内部案件管理系统提供卓越的客户服务
- 在内部平台上保持准确的文档和案件记录
- 在涉及紧急情况或保险相关支持的案件中与医疗、理赔和援助团队协作
- 处理复杂问题并向上级汇报
查看英文原文
about us: battleface is building a humanity-focused travel insurance company to bring people and the world together. For too long, travel insurance has centered on the company and not the traveler. We’re changing that by connecting people with customized coverage and real-world support exactly when and where they need it.
Our global assistance platform, Robin Assist, powers 24/7 travel, medical, security, claims, and concierge services for travelers around the world. From emergency disruptions to VIP travel coordination, we help travelers navigate every stage of their journey with confidence.
about the role
We’re looking for experienced Travel Assistance & Concierge Coordinators to support our growing global operations team. This role combines travel assistance, concierge support, and customer care. Coordinators assist travelers with trip planning, new travel bookings, itinerary modifications, travel disruptions, and personalized concierge requests while delivering a high-touch customer experience.
This is not a traditional travel agency role. Our coordinators support travelers during stressful and time-sensitive situations including flight cancellations, missed connections, weather disruptions, medical events, and complex international travel logistics.
The ideal candidate has experience in travel operations, reservations, customer support, hospitality, or concierge services and understands how to deliver calm, efficient, and solution-oriented support.
This is a fully remote role supporting a 24/7 operation, including evenings, weekends, and holidays on a rotating schedule.
what you’ll do
- Assist travelers with hotel, flight, rail, transportation, and other travel-related bookings
- Support customers with itinerary changes, cancellations, rebooking, and travel disruptions
- Coordinate concierge requests including restaurant reservations, tours, transfers, and destination-related services
- Communicate with hotels, airlines, transportation providers, and travel suppliers worldwide
- Provide real-time support to travelers during urgent or unexpected situations
- Assist customers with existing travel reservations and post-booking support
- Deliver exceptional customer service through phone, email, chat, and internal case management systems
- Maintain accurate documentation and case notes within internal platforms
- Coordinate with medical, claims, and assistance teams when cases involve emergencies or insurance-related support
- Escalate complex operational or customer issues appropriately
- Manage multiple active cases while maintaining attention to detail and service quality
- Support partner-branded assistance and concierge programs globally
what we’re looking for
- Previous experience in travel, hospitality, concierge, airline, reservations, tourism, or customer support environments
- Strong understanding of travel booking processes and international travel logistics
- Experience handling itinerary changes, disruptions, and customer escalations
- Excellent communication and customer service skills
- Ability to remain calm and organized under pressure
- Strong multitasking and problem-solving abilities
- Comfortable working in a fast-paced 24/7 operational environment
- High attention to detail and organizational skills
- Professional and empathetic communication style
- Fluent English required
- Italian language skills strongly preferred
- Additional languages are a plus
- Experience with travel booking platforms, reservation systems, or global distribution systems is preferred
- Experience in travel assistance, insurance assistance, or emergency coordination is a plus
what success looks like
- Travelers receive fast, accurate, and empathetic support
- Travel disruptions are resolved efficiently and professionally
- Concierge requests are handled with care and attention to detail
- Communication with travelers and suppliers remains proactive and solution-focused
- Cases are documented accurately and managed efficiently
- Customers feel supported throughout their entire travel experience
why join robin assist
- Fully remote global team
- Opportunity to help travelers in real-world situations every day
- Fast-growing international travel and assistance company
- Collaborative and supportive culture
- Exposure to global travel operations and concierge services
- Career growth opportunities across travel, operations, and assistance services
- Work with travelers, partners, and suppliers around the world
Originally posted on Himalayas