Mentor on Duty (MOD)_Travel
The Travel Advisor-Mentor on Duty (MOD) is a hybrid role combining real-time operations oversight with high-touch customer service. This position supports Aspire Lifestyles’ Client Programs by managing queue coverage, mentoring agents, and fulfilling travel and lifestyle requests. It serves as a liaison between Operations, Service Delivery, and Travel Advisors (TAs), ensuring service excellence and operational continuity.
Responsibilities
Real-Time Operations & Service Level Management
Monitor call queues and agent availability, ensuring minimum coverage thresholds.Take live interactions during high-volume or low-coverage periods to maintain SLAs.Liaise with IT to resolve technical issues affecting agent productivity.Mentorship & Agent Development
Act as subject-matter expert on the floor, supporting Travel Advisors via chat.Mentor new hires during On-the-Job Training (OJT); track and escalate knowledge gaps.Provide feedback and basic coaching to TAs; support training completion tracking.
Customer Service Fulfillment
Fulfill inbound travel and lifestyle requests via phone, email, and chat.Research and recommend services across categories: Dining, Entertainment, Travel, Shopping, etc.Apply client policies and maintain high standards of service and professionalism.
Escalation & Administrative Management
Serve as primary contact for customer escalations.Approve breaks/lunches when OPS/WF team is unavailable.Conduct case audits for quality and complianceShift Transition & Reporting
Conduct end-of-shift handovers with Service Delivery Managers or next Travel Advisor- MOD, documenting issues and coverage status.
Required Competencies
Strong computer and internet proficiency; Microsoft Office Suite knowledge.Effective time management and multitasking skills.Professional communication and active listening.Initiative-driven with problem-solving mindset.Ability to work independently and manage workload efficiently
Required Work Experience & Qualifications
2+ years in customer service or hospitality.Experience with high-net-worth clients.Domestic & International travel/lifestyle experience.Must be TICO certifiedRequired Language & Schedule Requirements
Fluent English (written and verbal).Flexibility to work holidays and rotating shifts (365/24/7 program).Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.
