Agent, Live Chat, Omni Channels

Job Description:

  • Provide first-level customer support through Live Chat, email, and phone interactions
  • Respond to customer inquiries professionally, accurately, and with a sense of urgency
  • Build and maintain positive relationships with existing and prospective customers
  • Assist customers with travel-related questions, concerns, and booking inquiries
  • Proactively engage customers by asking the right questions to understand their needs
  • Recommend travel products, services, and solutions tailored to each customer
  • Identify opportunities to upsell and cross-sell products and services
  • Generate qualified leads and support the Reservations and Booking teams
  • Research customer concerns and identify effective solutions using available resources
  • Recognize recurring customer issues and provide feedback to improve processes and customer experience
  • Identify website or system issues and escalate them promptly to IT and relevant stakeholders
  • Accurately document all customer interactions in accordance with company procedures
  • Maintain detailed records to support service excellence and operational efficiency

Requirements:

  • TICO certification (required)
  • Minimum 2 years of travel sales and customer service experience
  • Experience using GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms
  • Strong knowledge of leisure travel products and destinations
  • Excellent verbal and written communication skills
  • Proven ability to provide outstanding customer service while achieving sales objectives
  • Ability to multitask effectively, managing multiple customer conversations while navigating systems and resolving issues
  • Strong technical aptitude and comfort working with live chat platforms and customer support tools
  • Excellent organizational and time-management skills
  • Exceptional problem-solving, prioritization, and decision-making abilities
  • Strong attention to detail, accuracy, and data entry skills
  • Ability to remain calm, professional, and adaptable in a fast-paced environment

Benefits:

  • 2 weeks of vacation
  • Medical and dental benefits
  • 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
  • Employer RRSP contribution program
  • Awesome travel benefits for you, your friends, and your family
  • Employee Assistance Program (EAP) for you and your family members
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