Customer Care Representative

This role operates within the Travel Group Luxembourg network, supporting multiple leisure-travel agency brands and a large agency network across Luxembourg and the Greater Region. The Customer Care Representative focuses on service resolution, ensuring decisions align with the specific operating environment of the Travel Group Luxembourg network.

About the role

The Customer Care Representative ensures customer issues are resolved with clarity, separating confirmed facts, pending dependencies, and exceptions. Work must be traceable, with unresolved items assigned owners, and repeated errors surfaced before causing downstream rework.

Responsibilities

• Review and resolve customer care issues, ensuring visible tracking of source, owner, status, and next action within the Travel Group Luxembourg network.
• Document role-specific details with status tracking, maintaining a customer-focused, care-focused, and service-representation work profile.
• Maintain case management with deadline oversight, ensuring all actions are traceable and aligned with network operations.
• Reconcile documentation with reporting to ensure accuracy and compliance within the network’s workflow.
• Coordinate quality control and workflow management, ensuring completed work is secure and ready for the next authorized teammate.

Qualifications

• Confidently apply the TGL LU Workflow Context and Customer Service standards within the Travel Group Luxembourg network.
• Maintain data accuracy without losing track of evidence or deadlines in a customer care-focused workflow.
• Document process compliance and issue escalation decisions clearly, ensuring reasoning is traceable.
• Exercise judgment in follow-up actions, especially when resolutions depend on external confirmations rather than assumptions.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States. Entry-level position.