Multilingual Customer Experience Agent (German/French)

Company Description

Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work' by the AFR; employee experience is king here, with lunches provided 5 days a week, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!

Job Description

We are looking for Multilingual Customer Experience Agents to join our exceptionally talented Customer Experience team.

Our Multilingual Customer Experience Consultants are responsible for delivering exceptional customer service and managing sales activity across our highly engaged member base. Handling a high volume of inbound calls and emails, you will resolve customer enquiries, recommend and sell Luxury Escapes packages, and help customers create unforgettable travel experiences.

You will be responsible for:

• Deliver exceptional multilingual customer service and sales support across phone, email, digital and in-person channels.
• Respond to customer enquiries promptly, professionally and accurately, with a focus on first-contact resolution.
• Provide expert information on Luxury Escapes products, services, packages, promotions and pricing.
• Understand customer needs and recommend suitable solutions, package upgrades and additional offerings.
• Take ownership of customer enquiries and sales leads, ensuring timely follow-up and resolution.
• Manage customer complaints within agreed timeframes, escalating complex matters to the appropriate team when required.
• Maintain accurate records of customer interactions, bookings and sales activity.
• Meet quality, productivity, sales and QA targets in line with business objectives.
• Maintain strong product and process knowledge to provide customers with the best possible outcomes.
• Identify opportunities to improve customer service, systems and processes, while supporting team and business goals.
• Demonstrate initiative, flexibility and a commitment to ongoing personal and professional development.

Qualifications

What we are looking for:

• Fluency in English is required, plus German or French.
• Personable, approachable and professional, with a passion for helping customers find the perfect luxury holiday.
• Previous experience in phone-based sales, customer service or a high-volume contact centre environment.
• Confident working towards KPIs and targets, with the drive to succeed in a fast-paced and competitive environment.
• Exceptional verbal and written communication skills, with strong attention to detail.
• Passionate about customer service, sales and travel, with a proactive approach to finding suitable customer solutions.
• Flexible availability to work a rotating roster between 7am and 10pm, seven days a week, including evenings and weekends.
• Previous travel industry experience in sales, bookings, customer support or front office will be highly regarded but is not essential.

Additional Information

What's in it for you?

• Exceptional earning potential with uncapped commissions.
• Multilingual bonus available.
• Flexible hours and weekend work.
• First-class health and well-being program, with breakfast and lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Be part of our growth story in the UK.
• Fun and flexible working environment.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

If you're interested in the role but don't check every box, apply anyway, we'd love to hear from you!

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.