Virtual Phone Agent

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Virtual Phone Agent based in the United States.

This role focuses on delivering high-quality customer support and communication services in a fast-paced, client-facing environment. You will assist travelers by handling inquiries, coordinating bookings, and ensuring smooth, accurate travel arrangements from start to finish. The position requires strong attention to detail and the ability to manage both simple and moderately complex travel requests, including multi-destination itineraries and ticket adjustments. You will act as a trusted point of contact, offering guidance and solutions that enhance the overall customer experience. Working within structured processes and government-related requirements, you will ensure compliance while maintaining service excellence. This is a highly service-oriented role where communication, adaptability, and professionalism are essential. You will be part of a collaborative environment with training and support to help you grow.

• Create, modify, and complete travel arrangements including flights, hotels, car rentals, and rail bookings.
• Ensure all reservations align with client standards, preferences, and compliance requirements.
• Support travelers by providing accurate information, recommendations, and assistance throughout the travel process.
• Handle basic to moderately complex bookings, including multi-destination trips, exchanges, and fare adjustments.
• Escalate complex travel cases to senior team members when needed.
• Deliver consistent customer service before, during, and after travel arrangements.
• Maintain accurate records of bookings and ensure all transactions are processed correctly.
• Participate in training and continuous learning to stay updated on systems, policies, and procedures.

Requirements:

• Fluency in English (written and spoken); additional languages are a plus.
• Strong communication skills with a customer-focused mindset.
• Basic proficiency in Microsoft Office tools.
• Ability to manage multiple tasks in a fast-paced, structured environment.
• Strong problem-solving skills and attention to detail.
• Positive attitude, adaptability, and willingness to learn.
• Ability to work collaboratively in a team-oriented setting.
• U.S. citizenship required due to federal client requirements, including background and eligibility clearance.

Benefits:

• Annual salary range: $38,000 – $40,000 USD.
• Comprehensive benefits package including health, welfare, retirement, and wellbeing programs.
• Paid training and access to extensive learning and development resources.
• Travel-related employee perks and discounts across major providers.
• Career development opportunities and internal mobility options.
• Inclusive and collaborative work environment with strong team support.
• Structured onboarding and ongoing professional development.