Customer Care Travel Specialist
Job description
About the role
The Customer Care Travel Specialist joins the Direction Customer Experience at Swile, operating at the heart of premium client support for complex travel demands. You will guide high-level customers through intricate travel scenarios, ensuring unwavering reliability, meticulous attention, and consistent service excellence. This position requires a proactive mindset and a deep commitment to resolving issues from initial contact through final resolution. You will manage the entire client journey, balancing urgency with precision to safeguard every detail of the travel experience. This role is critical in maintaining the trust and satisfaction of Swile's most demanding clients. You will act as the primary guardian of service quality, ensuring that each interaction meets the highest standards of professionalism and execution. Your work will directly influence the long-term perception of Swile's premium support capabilities.
Key Responsibilities
You will guide clients through complex travel-related requests involving trains, flights, hotels, and car rentals. Each interaction will require a calm, precise, and solution-oriented approach to navigate challenging circumstances. You will design and deliver a daily premium support experience that emphasizes stability and meticulous attention to detail. A core part of your function involves managing back-office procedures and administrative follow-up. This includes monitoring case files, handling claims, and coordinating closely with external providers to ensure continuity and alignment. You will establish and maintain rigorous documentation for every situation, ensuring full traceability and reliable execution through careful system usage. You will exercise sound judgment when prioritizing tasks during emergencies or sensitive situations. Your responses must be adapted to the specific context, balancing speed with accuracy. A key element of the role involves identifying operational friction points and proposing concrete improvements to elevate the overall service experience. Collaboration with cross-functional teams, particularly the CX Performance group, is essential. You will work directly with these partners to advance issue resolution and reinforce service quality standards. Continuous self-review and refinement of your practices will be expected to strengthen client trust and operational consistency. You will serve as the central communication node for intricate itineraries, translating internal capabilities into clear guidance for clients. Handling modifications, interruptions, and special requests will be conducted with a high degree of autonomy and ownership. Ultimately, you will ensure that every travel component integrates seamlessly, delivering a coherent and dependable experience.
Requirements
The ideal candidate brings a thorough understanding of the tourism and business travel sectors, including concierge services and hospitality. You must be fully comfortable using Amadeus independently, demonstrating the ability to manage complex or urgent situations with rigor and speed. Your background should reflect a strong capacity for prioritization, anticipation, and a deep sense of responsibility for client security and satisfaction. You must thrive in collaborative environments, particularly with B2B clients who maintain high expectations. Your communication style should reflect the values of a premium service culture, combining action orientation with professionalism. Success in this role depends on your ability to work autonomously while remaining a trusted partner within a team structure. You must be meticulous in adhering to procedures, ensuring that every action aligns with the established standards of Swile's premium support. A high level of discipline and integrity is required when managing confidential client information and sensitive travel data. You should possess a resilient mindset, capable of maintaining composure and focus during peak activity or unforeseen disruptions. Only candidates who meet these criteria will be considered for progression through the recruitment process.
Practical notes
Application Process
To confirm details regarding this position, please refer to the official apply page. The recruitment process consists of three steps designed to ensure a mutual fit between candidate and Swile. You will first connect with Agathe, a recruiter, for a 30-minute video screen. This will be followed by a one-hour interview with Claire, the team manager, and Kévin, your future direct manager. The final step involves a business case exercise with two members of the Customer Experience team.
Location and Engagement
This position is based in Montpellier, France. It is a permanent role designed for a candidate seeking long-term growth within a high-performance environment. The compensation package is structured at 33,000,00 € for candidates with 3 years of relevant experience.
About the role
The Customer Care Travel Specialist joins the Direction Customer Experience at Swile, operating at the heart of premium client support for complex travel demands. You will guide high-level customers through intricate travel scenarios, ensuring unwavering reliability, meticulous attention, and consistent service excellence. This position requires a proactive mindset and a deep commitment to resolving issues from initial contact through final resolution. You will manage the entire client journey, balancing urgency with precision to safeguard every detail of the travel experience.
This role is critical in maintaining the trust and satisfaction of Swile's most demanding clients. You will act as the primary guardian of service quality, ensuring that each interaction meets the highest standards of professionalism and execution. Your work will directly influence the long-term perception of Swile's premium support capabilities.
Key Responsibilities
You will guide clients through complex travel-related requests involving trains, flights, hotels, and car rentals. Each interaction will require a calm, precise, and solution-oriented approach to navigate challenging circumstances. You will design and deliver a daily premium support experience that emphasizes stability and meticulous attention to detail.
A core part of your function involves managing back-office procedures and administrative follow-up. This includes monitoring case files, handling claims, and coordinating closely with external providers to ensure continuity and alignment. You will establish and maintain rigorous documentation for every situation, ensuring full traceability and reliable execution through careful system usage.
You will exercise sound judgment when prioritizing tasks during emergencies or sensitive situations. Your responses must be adapted to the specific context, balancing speed with accuracy. A key element of the role involves identifying operational friction points and proposing concrete improvements to elevate the overall service experience.
Collaboration with cross-functional teams, particularly the CX Performance group, is essential. You will work directly with these partners to advance issue resolution and reinforce service quality standards. Continuous self-review and refinement of your practices will be expected to strengthen client trust and operational consistency.
Profile Required
The ideal candidate brings a thorough understanding of the tourism and business travel sectors, including concierge services and hospitality. You must be fully comfortable using Amadeus independently, demonstrating the ability to manage complex or urgent situations with rigor and speed. Your background should reflect a strong capacity for prioritization, anticipation, and a deep sense of responsibility for client security and satisfaction.
You must thrive in collaborative environments, particularly with B2B clients who maintain high expectations. Your communication style should reflect the values of a premium service culture, combining action orientation with professionalism. Success in this role depends on your ability to work autonomously while remaining a trusted partner within a team structure.
Location and Engagement
This position is based in Montpellier, France. It is a permanent role designed for a candidate seeking long-term growth within a high-performance environment. The compensation package is structured at 33,000,00 € for candidates with 3 years of relevant experience.
Application Process
To confirm details regarding this position, please refer to the official apply page. The recruitment process consists of three steps designed to ensure a mutual fit between candidate and Swile. You will first connect with Agathe, a recruiter, for a 30-minute video screen. This will be followed by a one-hour interview with Claire, the team manager, and Kévin, your future direct manager. The final step involves a business case exercise with two members of the Customer Experience team.
What you'll do
- Meet the bar Practical notes
- Coordinate high-priority travel arrangements across trains, flights, hotels, and car rentals while maintaining strict adherence to client preferences and operational policies.
- Serve as the main escalation contact for complex itineraries, ensuring timely responses and accurate information delivery to both clients and internal stakeholders.
- Execute detailed itinerary management, including modifications, cancellations, and rebooking, while preserving continuity and minimizing disruption.
- Monitor real-time operational updates and communicate relevant changes to affected clients with clarity and empathy.
- Validate booking confirmations, receipts, and ancillary documents to ensure accuracy and compliance with internal audit requirements.
- Act as a subject matter expert on Swile's travel policies, tools, and procedures, providing guidance to colleagues and partners during ambiguous situations.
- Proactively identify systemic issues affecting the customer journey and collaborate with technical and operations teams to implement sustainable solutions.
- Maintain up-to-date knowledge of travel regulations, industry standards, and platform features to support informed decision-making and risk mitigation.
- Document every interaction thoroughly in the designated systems to ensure traceability, facilitate handovers, and support continuous improvement initiatives.
- Support the Customer Experience team during peak periods or special projects, demonstrating flexibility and resilience under pressure.
- Contribute to the development of best practices and training materials related to premium travel support and client communication.
- Ensure all actions align with Swile's brand promise of reliability, discretion, and excellence in every client interaction.
- Provide regular feedback to management regarding workload, process inefficiencies, and opportunities for service enhancement.
- Assist in the onboarding and shadowing of new team members to promote knowledge sharing and consistency across the support function.
Requirements
- Bring a thorough understanding of the tourism and business travel sectors, including concierge services and hospitality.
- Be fully comfortable using Amadeus independently to manage complex or urgent situations with rigor and speed.
- Demonstrate a strong capacity for prioritization, anticipation, and a deep sense of responsibility for client security and satisfaction.
- Thrive in collaborative environments, particularly with B2B clients who maintain high expectations.
- Communicate in a style that reflects the values of a premium service culture, combining action orientation with prof