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Our client, a leading luxury travel company, is seeking a Ground Experience Manager (GEM) — the heartbeat of every client’s journey once they touch down. As a GEM, you’ll be part of a dedicated, round‑the‑clock team that ensures travellers feel supported, reassured, and genuinely cared for at every moment of their trip.
You’ll proactively elevate each experience, resolve issues with warmth and calm confidence, and communicate clearly even when answers are still unfolding. If you thrive under pressure, act fast with grace, and love creating seamless experiences for discerning travellers, this is your chance to shine.
REQUIREMENTS:
- A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service, ideally in luxury travel, hospitality, or a premium service environment.
- Exceptionally calm and reassuring under pressure. Clients need to feel that you have everything under control, even when you are still finding the solution.
- A confident and independent decision-maker who can act without always having a manager available.
- Flawless written and spoken English
- Preferred written and/or spoken Japanese, and a strong understanding of Japanese culture
- Reliable and consistent
- Highly organised, able to manage multiple live client situations simultaneously without losing quality.
- Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision.
- Good at systems
Personal Attributes:
- Ability to actively listen and confidently communicate, demonstrating empathy and self-awareness.
- A curious and open-minded attitude in the face of challenges. A person who views problems as opportunities to learn.
- A clear, actionable insight and ability to come up with quick and effective solutions and implement them confidently.
- Openness to learn and adapt as things change; confidence to recommend ways we can improve.
- Flexibility to take on a variety of tasks and willingness to roll sleeves up and support colleagues.
- A ‘big picture’ mindset – appreciative of your position within the company as an organisation of different teams collectively working together towards the same goal.
- Collaborative team player who is confident working in a self-directed environment. This role is remote and you will work with people all over the world.
- A love of learning about local cultures and an enthusiasm for all things travel.
- Someone who shares the company’s passion for conservation and travel with a positive impact.
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