Lead Qualification Specialist

Job Summary:
We're delighted to be taking on an articulate and personable Enquiry Concierge to serve as the first point of contact for high-net-worth clients enquiring about bespoke luxury travel experiences across Italy and Europe. This consultative role reaches far past scripted lead qualification — it calls for genuine curiosity, real destination knowledge, and the confidence to draw discerning clients into meaningful conversations about their travel aspirations. The right person brings 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 may not have weighed.

Key Responsibilities:

• Answer inbound luxury travel enquiries by phone and email, serving 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
• Hold 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 genuine follow-up questions to turn up further openings
• Lean on working destination knowledge across Italy and other European regions to raise relevant possibilities — cast 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, marked out clearly 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 booked slot verbally and in writing
• Write up 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
• Hand the assigned Travel Designer comprehensive briefs 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
• Pass any question beyond the Concierge's knowledge base to the Travel Designer with a same-day response commitment to the client — never guess or give placeholder answers

Mandatory Skills:

• Native or near-native North American English with clear, natural, and confident articulation
• Warm, polished, and genuinely engaging phone manner suited to high-net-worth client conversations
• Strong consultative communication skills with the ability to hold in-depth needs analysis that plays like a conversation, not an interview
• Working knowledge of Italian regions and key European travel destinations, or proven ability 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
• Experience with Calendly or similar scheduling tools for booking client appointments in real time
• Ability to read between the lines of a client's stated enquiry and probe for the full scope of their travel plans
• Strong written communication skills for professional, brand-aligned email correspondence
• At ease working on your own through overnight or off-peak hours with full accountability for lead response quality
• Exceptional attention to detail in writing up 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
• Genuine 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
• Experience 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
• Experience 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 genuine 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 craft 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 role offers creative fulfilment and professional growth in an elevated, client-first setting.