Chat Consultant – Dedicated Evenings

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

📋 Description

• Oversee numerous customer interactions via chat and phone channels.

• Provide tailored premium service through chat, email, and phone communications.

• Research and suggest travel, dining, entertainment, and lifestyle experiences.

• Arrange reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, and special events.

• Identify and offer exclusive benefits, upgrades, and personalized recommendations.

• Interact with customers, vendors, partners, and service providers to fulfill requests and resolve issues.

• Maintain up-to-date knowledge of destinations, restaurants, events, travel trends, and lifestyle offerings.

• Handle and de-escalate customer concerns, including unexpected travel disruptions and urgent situations.

• Meet service-level expectations for response times, call handling, follow-up commitments, and white-glove service standards.

• Address objections with empathy while offering alternative solutions.

• Adhere to compliance procedures and reservation protocols.

• Utilize chat platforms, soft-phone systems, email, web browsers, and various digital tools.

• Keep informed about program enhancements, promotions, policies, procedures, and service updates.

⛳️ Requirements

• Demonstrated ability to provide premium customer service through both written and verbal communication.

• Excellent written and verbal communication skills in English.

• Ability to interpret customer tone and needs while delivering personalized, empathetic support.

• Genuine interest in travel, lifestyle services, dining, and global destinations.

• Strong computer skills with the ability to navigate multiple systems at once.

• Exceptional problem-solving, time management, prioritization, and multitasking abilities.

• Resilient, adaptable, and composed in complex situations and shifting priorities.

• Strong interpersonal and consultative abilities, with a knack for making recommendations and building rapport.

• High integrity and discretion when managing sensitive customer information.

• Experience in travel, hospitality, luxury customer service, concierge services, or sales is preferred.

• Familiarity with dining reservation platforms and/or Global Distribution Systems (GDS) is a plus.

• Willingness to work evenings, overnights, weekends, and holidays.

• High School diploma or equivalent is required.

• Must agree to and successfully pass a background check.

• Must have legal entitlement to work in Canada as a Canadian citizen or permanent resident.

🏝️ Benefits

• Completion of all mandatory training programs and professional development activities.

• Access to exclusive benefits and upgrades for customers as part of the service offering.