Rosotravel – We create outstanding memories!
Can you maintain a 97% customer satisfaction rate across 100+ cities worldwide?
Honestly, it’s tough because you can’t predict everything in travel. A local driver gets stuck in traffic, sudden roadworks block the meeting point and guests can't find their guide – it happens. We don't need someone who panics or waits for permission to act. We need someone who just stays calm, makes a quick decision, and fixes the issue on the spot.
About us:
Since 2017, we have been creating outstanding memories for travelers worldwide. Our footprint spans Europe, the Americas, Asia, Australia, and Africa, with a strong network of local partners. Having welcomed over 400,000 clients, we know that success lies in the details. We operate 100% remotely, valuing expertise over presence.
Role Overview:
As our Senior Specialist, Customer Relations, you won't just be following a manual – you’ll be helping us write it. You will take real ownership of the entire guest journey across 100+ cities worldwide, ensuring everything runs beautifully from the moment a tour is booked until the traveler goes home with great memories.
Your Responsibilities:
- Crisis Management: Independently handling the emergency support line and making autonomous, high-stakes decisions to safeguard customer experience.
- CSAT Metrics: Actively monitoring customer satisfaction metrics and executing swift post-sales interventions to proactively prevent negative feedback.
- Negotiations & Mediation: Directly resolving complex customer disputes and negotiating alternative solutions or compromises to ensure service delivery.
- Vendor Relationship Management: Overseeing relations with key vendors and negotiating operational improvements, better availability, or exclusivity terms.
- SOPs & Playbooks: Independently drafting, updating, and implementing standard operating procedures (SOPs) and tactical playbooks for Customer Service and claims.
- Training & Onboarding: Co-designing onboarding frameworks and professional career pathways while training Junior staff on core operational standards and soft skills.
- Analytics & Reporting & Optimization: Analyzing performance trends (CSAT and other CX metrics, claims, sales), delivering comprehensive data reports, and implementing actions to improve efficiency and service quality.
- Project Management: Designing and managing internal projects from concept to execution, ensuring cross-functional alignment on product and pricing changes, coordinating shift workflows, distributing tasks to Junior team members, and maintaining strict quality control across all deliverables.
Required Skills and Experience:
- At least 5 years of experience in B2C customer service operations – back-office and process-driven roles.
- Experience working within companies and with clients across Europe and/or North America.
- Experience working with external partners or vendors: Ability to coordinate with third-party suppliers, manage operational relationships, and negotiate practical solutions to ensure smooth service delivery.
- Exceptional independence and priority management: Proven ability to manage your own workload, make quick, high-stakes decisions autonomously, and take full ownership of tasks.
- Experience working with customer service KPIs and performance metrics (e.g. CSAT, claims, sales): Ability to monitor results, identify trends, and proactively implement improvements based on data.
- Analytical thinking & problem-solving: Experience to move from identifying process bottlenecks or data trends to implementing end-to-end solutions/improvements.
- Fluency in English (C1 level) in both spoken and written communication (essential for international client and partner relations).
- Digital Toolbelt: Practical knowledge of Google Workspace and project management tools (e.g., ClickUp).
- Excellent communication and mentoring skills: Ability to share knowledge, train others, or create onboarding materials.
- Resilience and composure: Ability to work efficiently under time pressure and handle crisis situations smoothly.
Nice to have:
- Experience in e-commerce (across both services and retail), with direct exposure to B2C customer operations.
- Experience in the travel and tourism industry, with a solid understanding of customer needs, booking processes, and day-to-day operations within the sector.
- Hands-on experience with CRM systems (e.g., Zoho).
Availability and tools:
- Fast and stable internet connection and reliable equipment for remote work.
- Availability to work shifts between 8:00 AM– 4:00 PM and 10:00 AM–6:00 PM CET/CEST, including two weekends per month and public holidays.
- Own mobile phone with a SIM card; costs will be reimbursed with the first monthly salary payment.
We offer:
- Remote work,
- Yearly performance-based bonus,
- Paid time off (20 vacation days per calendar year),
- Professional development in a rapidly growing company.
Recruitment process:
- Meeting with HR
- Live Recruitment Assignment
- Meeting with the Manager
Benefits:
Application Question(s):
- What are your salary expectations (INR/month)?
- Do you have experience working within companies and with clients across Europe and/or North America? State the workplace.
Experience:
- Customer service: 5 years (Required)
Work Location: Remote
