Inbound Lead Qualifier VA

VA Masters; Batangas City; On-site; PHP 380,000 - 680,000; Full time

Job summary

VA Masters is seeking an Enquiry Concierge to be the first point of contact for discerning luxury travel clients seeking bespoke experiences across Italy and Europe. The role requires native North American English, a warm phone presence, and consultative selling instincts to uncover opportunities beyond initial inquiries.

You will handle inbound enquiries by phone and email, perform needs analyses, and coordinate handoffs to Travel Designers, ensuring timely follow-ups and precise notes in

Qualifications

• Native or near-native North American English with clear articulation.
• Warm, polished phone manner for high-net-worth clients.
• Solid consultative communication for in-depth needs analysis.
• Destination knowledge of Italian regions or ability to learn quickly.
• Proficiency in Zendesk CRM including calling and logging within tickets.
• Hands-on experience with Calendly or similar scheduling tools.
• Ability to read between the lines and uncover full travel plans.
• Strong written communication for professional emails.
• Willingness to work overnight or off-peak hours with accountability.
• Attention to detail in logging client preferences and notes.
• Dependable, self-motivated with high performance standards.

Responsibilities

• Answer inbound luxury travel enquiries by phone and email as the first touchpoint.
• Ring every new lead with a phone number within 15 minutes of enquiry landing.
• Conduct in-depth consultative needs analysis across destinations, dates, party, budget, etc.
• Ask follow-up questions to surface broader opportunities.
• Leverage knowledge of Italy/Europe to suggest relevant options for the Travel Designer.
• Set budget parameters for European services, excluding international airfare.
• Set clear handoff expectations for Travel Designer follow-ups in European hours.
• Book Travel Designer follow-up calls via Calendly during calls.
• Log detailed notes in Zendesk within the same ticket.
• Send qualifying emails with Calendly invitations and follow-ups.
• Deliver comprehensive handoff briefs with all notes on the same day.
• Flag high-value leads for priority Travel Designer attention.
• Escalate questions beyond knowledge base with same-day responses.

Skills

North American English

Phone etiquette

Consultative communication

Destination knowledge

Zendesk CRM

Calendly scheduling

Detail logging

Overnight/off-peak work

Written communication

Active qualification notes

High accountability

Job description

Job Summary

We're on the lookout for an articulate and personable Enquiry Concierge to act as the first point of contact for high-net-worth clients enquiring about bespoke luxury travel experiences across Italy and Europe. This consultative position reaches well past scripted lead qualification — it calls for real curiosity, true destination knowledge, and the confidence to draw discerning clients into meaningful conversations about their travel aspirations. The right person carries native or near-native North American English, a warm and polished phone manner, and the instinct to listen closely and tie what a client describes to possibilities they hadn't weighed.

Key Responsibilities

• Answer inbound luxury travel enquiries by phone and email, acting as the client's first personal touchpoint

• Ring every new lead with a phone number inside 15 minutes of the enquiry landing during shift hours

• Run in-depth consultative needs analysis conversations covering destinations, travel dates, party composition, occasion significance, budget range, accommodation preferences, past travel experience, and decision timeline

• Listen for cues that open up the full scope of a client's trip beyond their initial enquiry and ask real follow-up questions to surface further opportunities

• Lean on working destination knowledge across Italy and other European regions to raise relevant possibilities — put forward as suggestions worth flagging to the client's Travel Designer, not firm recommendations or pricing

• Tactfully settle budget parameters scoped to on-the-ground European services only, held clearly apart from international airfare

• Set clear handoff expectations with every client, spelling out that their dedicated Travel Designer will personally follow up during European business hours

• Book the Travel Designer's follow-up call or video call straight into Calendly while still on the phone with the client, confirming the slot verbally and in writing

• Log detailed qualification notes, client preferences, and verbatim personal touches in Zendesk CRM inside the same ticket the call came from

• Send qualifying emails with Calendly scheduling invitations to leads where no phone number exists, followed by post-call follow-up emails for all contacts

• Deliver comprehensive handoff briefs to the assigned Travel Designer with all call notes attached inside the same working day

• Flag high-value leads at once for priority Travel Designer attention rather than bundling them with standard handoffs

• Escalate any question beyond the Concierge's knowledge base to the Travel Designer with a same-day response commitment to the client — never guess or hand over placeholder answers

Mandatory Skills

• Native or near-native North American English with clear, natural, confident articulation

• Warm, polished, genuinely engaging phone manner suited to high-net-worth client conversations

• Solid consultative communication skills with the knack for running in-depth needs analysis that plays like a conversation, not an interview

• Working knowledge of Italian regions and key European travel destinations, or a proven capacity to take on and retain destination-specific knowledge fast

• Proficiency in Zendesk CRM including its native calling functionality for placing, receiving, and logging calls inside tickets

• Hands-on time with Calendly or similar scheduling tools for booking client appointments in real time

• Knack for reading between the lines of a client's stated enquiry and probing for the full scope of their travel plans

• Strong written communication skills for professional, brand-aligned email correspondence

• Comfortable working independently through overnight or off-peak hours with full accountability for lead response quality

• Exceptional attention to detail in logging client preferences, personal touches, and handoff notes

• Dependable, self-motivated, and able to hold high performance standards without direct supervision

Preferred Skills

• Grounding in luxury hospitality, high-end travel, concierge services, or premium client-facing roles

• Real personal interest in or knowledge of Italian culture, cuisine, history, and travel experiences

• Familiarity with luxury travel categories such as honeymoon and romance travel, food and wine experiences, adventure travel, wellness retreats, and milestone celebrations

• Background working with high-net-worth or time-sensitive clientele

• Sales or upselling experience in a consultative, non-pushy context — able to raise relevant options rather than pitch packages

• Familiarity with European geography and multi-destination travel planning concepts

• Track record working across international time zones with structured handoff processes

Why Join Us

This is a rare opening to join a boutique luxury travel team where your voice and real curiosity set the tone for extraordinary client experiences. You'll be trusted with high-value relationships from the very first conversation, working alongside dedicated Travel Designers who build once-in-a-lifetime journeys across Italy and Europe. If meaningful client conversations are where you come alive, travel is a passion of yours, and you take pride in making every interaction feel personal rather than transactional, the position offers creative fulfilment and professional growth in an elevated, client-first setting.