XTN-ED59821 | RESPONSE TEAM LEAD

The Response Team Lead ensures seamless 24/7 luxury client support, managing The Pulse for Voyager members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor & Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers immediate and personalized assistance, reinforcing Lartisien’s promise of seamless luxury travel. This role requires quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce Omni-Channel & extranets for real-time solutions.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

•  24/7 Client Support – Handle urgent requests, modifications, and cancellations across all membership tiers, ensuring a frictionless experience.
• Crisis Management – Resolve emergencies, ensuring exceptional client experiences.
• Technology-Driven Solutions – Use Salesforce Omni-Channel & extranet tools to monitor and respond instantly.
• Dual Role Execution – Manage high-priority Voyager requests while ensuring smooth operations for all clients.
• Multi-Channel Communication & Client Retention – Engage clients through WhatsApp, email, and phone, ensuring flexibility in communication. Strengthen loyalty through proactive service and seamless problem resolution.

• 5+ years in luxury travel, hospitality, or high-end client services.
• Expert in crisis resolution, high-pressure decision-making, and client satisfaction.
• Expertise in handling ultra-luxury clientele and complex service requests.
• Salesforce knowledge is an advantage.
• Fluent in English (French or other languages preferred).
• Availability for shift-based 24/7 support, including weekends and holidays.

As previously mentioned.