Agent, Live Chat, Omni Channels

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level customer support via Live Chat, email, and phone communications.

• Address customer inquiries with professionalism, accuracy, and a sense of urgency.

• Foster and sustain positive relationships with both current and potential customers.

• Assist customers with inquiries related to travel, concerns, and booking issues.

• Actively engage with customers by asking pertinent questions to grasp their needs.

• Suggest travel products, services, and solutions customized for each customer.

• Spot opportunities for upselling and cross-selling products and services.

• Generate qualified leads and provide support to the Reservations and Booking teams.

• Investigate customer concerns and propose effective solutions using available resources.

• Identify recurring customer issues and offer feedback to enhance processes and customer experience.

• Detect website or system issues and escalate them promptly to IT and relevant parties.

• Meticulously document all customer interactions in line with company procedures.

• Keep comprehensive records to support service excellence and operational efficiency.

⛳️ Requirements

• TICO certification (mandatory).

• At least 2 years of experience in travel sales and customer service.

• Familiarity with GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms.

• Strong understanding of leisure travel products and destinations.

• Excellent verbal and written communication abilities.

• Demonstrated capacity to deliver exceptional customer service while meeting sales targets.

• Proficiency in multitasking effectively, managing multiple customer interactions while navigating systems and resolving issues.

• Strong technical skills and comfort with live chat platforms and customer support tools.

• Outstanding organizational and time-management capabilities.

• Exceptional problem-solving, prioritization, and decision-making skills.

• Keen attention to detail, accuracy, and proficiency in data entry.

• Ability to maintain composure, professionalism, and adaptability in a fast-paced work 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.

• Fantastic travel perks for you, your friends, and your family.

• Employee Assistance Program (EAP) available for you and your family members.