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 le 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