Job Title: CUSTOMER SERVICE AND ESCALATIONS SPECIALIST

Company: Enchanting Travels

Location: San Jose, San Jose Province, Costa Rica

Job Type: Full Time

Enchanting Travels is a passionate, vibrant, and innovative company specializing in creating outstanding tailor-made journeys for discerning travelers to more than 70 countries in Asia, Africa, Latin America, North America, Europe, Oceania, and the Polar Region. Founded in 2004, we have made the travel dreams of thousands of guests from around the world come true.

Travelopia acquired Enchanting Travels in 2019, and now we are part of the world's leading collection of experiential travel brands. We rely on outstanding team members who are passionate about what they do and committed to providing excellent service. We are a diverse team with 160 individuals from 17 nationalities working from our offices in the USA, Germany, India, and Kenya

We are currently hiring a Customer Service and Escalations Specialist to join our team. Reporting to the Trip Coordinator Manager, you’ll liaise closely with Trip Execution colleagues based in offices around the world. This role has two primary components:

• Customer Service: Similar to a concierge role, the specialist supports English-speaking guests traveling across more than 70 countries. This includes assisting with a wide range of needs that may arise during a trip – for example, if a transfer does not arrive as scheduled or if a guest is unhappy with their hotel and wants to change it.
• Crisis Management: When the support or solutions provided by a Trip Coordinator fail to meet a guest's expectations, the issue may be raised to a Crisis Management Specialist. This applies to both English- and German-speaking guests.

What we’ll offer:

• 12 vacation days annually, with 3 bonus days per year
• Birthday Off
• Public government health Insurance
• 13-month bonus
• Employee Assistance Program
• Employee Group Travel benefits
• Hybrid working

What you’ll do:

• Effectively resolve guest issues received through the central assistance line
• Independently handle non-critical and straightforward customer concerns
• Handle moderately complex or lower-priority critical problems with limited guidance
• Respond to incoming sales inquiries via the sales phone line
• Collaborate efficiently with the Sales, Trip Execution (TX), and Product Management (PM) teams when needed
• Coordinate with on-the-ground partners to resolve guest issues as necessary
• Accurately document incidents and the solutions provided for both internal tracking and external reporting

What you’ll bring:

• Experience, preferably in the hospitality industry, customer service, marketing, or sales, including direct communication with guests
• Proficient command of the English language
• Outstanding organizational abilities, excellent communication and social skills, and the capacity to remain calm under pressure
• Outstanding attention to detail and strong self-editing capabilities
• Strong written and verbal communication skills
• Ability to approach work from the guest’s perspective, with a solid understanding of the US, UK, and German markets
• Enjoys guest interaction, actively listens, and consistently prioritizes the guest perspective
• Demonstrates excellent problem-solving and prioritization skills, with the ability to make swift, effective decisions
• Collaborative and committed to delivering high-quality work
• Flexible, adaptable, and open to learning; a quick learner who adopts technology and change

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive work environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com

Posted: 11/08/2025