Customer Service & Reservations Specialist

Kiwi Collection; Remote; CAD 60,000 - 80,000; Full time

Job summary

A luxury travel company is seeking a Customer Service & Reservations Specialist to join their Reservations team. This remote role focuses on delivering exceptional service to clients and concierge teams, supporting luxury travel experiences. The ideal candidate has 2-4 years in high-touch service roles and strong attention to detail. Evening and weekend availability is required, with flexible shifts. Career growth opportunities in luxury travel await you.

Benefits

Supportive, globally connected reservations team

Exposure to premium travel programs

Career growth opportunities in luxury travel

Qualifications

• 2–4 years of experience in a luxury hotel, luxury travel agency, or high-touch service role.
• Reservations experience strongly preferred.
• Proficiency in English; additional languages are a plus.

Responsibilities

• Deliver exceptional customer service by phone, email, and chat.
• Handle reservation inquiries including availability, pricing, and special requests.
• Take ownership of customer requests and provide timely resolutions.

Skills

Excellent attention to detail

Strong organizational skills

Confident written and verbal communication

Ability to multitask in a fast-paced environment

Customer service orientation

Passion for travel

Job description

Overview

Kiwi Collection is looking for a Customer Service & Reservations Specialist to join our Reservations team. This role is ideal for someone who loves luxury travel, enjoys helping people, and takes pride in delivering thoughtful, detail-oriented service. You’ll support our direct Kiwi Collection clients as well as cardholders and concierge teams from our global financial institution partners, ensuring every interaction reflects the high standards of a luxury travel brand. This is a remote position, with the option to work from our downtown Vancouver office.

Responsibilities

• Deliver exceptional customer service by phone, email, and chat
• Handle reservation inquiries including availability, pricing, benefits, and special requests
• Act as a liaison between clients, concierge teams, and hotel partners worldwide
• Take ownership of customer requests, follow through on issues, and provide timely resolutions
• Support concierge offices globally with backend assistance and booking support
• Ensure all reservations are accurate, complete, and quality-checked before arrival
• Communicate special requests clearly to hotel partners
• Assist with changes, cancellations, and issue resolution in a calm, professional manner
• Support sales by preparing quotes and guiding clients through the booking process
• Consistently uphold Kiwi Collection’s luxury service standards

Qualifications

• 2–4 years of experience in a luxury hotel, luxury travel agency, or high-touch service role
• Reservations experience strongly preferred
• Excellent attention to detail and strong organizational skills
• Confident written and verbal communication skills
• Comfortable multitasking in a fast-paced, service-focused environment
• Ability to work independently and take ownership of tasks
• Experience selling or supporting luxury travel products is an asset
• Proficiency in English; additional languages are a plus
• Passion for travel and delivering standout customer experiences

Schedule & Work Environment

• Full-time role (40 hours per week)
• Flexible shifts required, including evenings and weekends
• Remote, home-based position (Canada)
• Occasional in-person meetings or hotel visits may be required

Other Perks/Benefits

• Why Join Kiwi Collection? Work with some of the world’s most exceptional luxury hotels
• Be part of a supportive, globally connected reservations team
• Gain exposure to premium travel programs and international partners
• Grow your career in luxury travel and hospitality