Customer Representative, Travel and Tourism

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

📋 Description

• Act as the primary contact for adventure inquiries through phone, live chat, social media, and email.

• Transform inquiries into new bookings and address customers' pre-departure inquiries.

• Manage pre-booking and post-booking questions with empathy, precision, and professionalism.

• Collaborate with local hosts globally to oversee existing bookings and guarantee a positive booking experience.

• Ensure that responses are given within 24 hours and inquiries are addressed within set SLAs.

• Overcome customer booking obstacles and platform challenges.

• Draft precise responses to questions from customers and hosts.

• Monitor and manage multiple tasks and issues concurrently.

• Track, document, prioritize, and escalate issues as necessary.

• Convey customer insights to continually enhance the user experience.

• Keep up-to-date with current product and service information.

• Provide exceptional service, maximize customer satisfaction, and uphold high feedback scores.

⛳️ Requirements

• 2–3+ years of experience in customer service or support within hospitality, travel, adventure tourism, or other service-oriented sectors (email, phone, chat, or live support).

• Background in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, ideally with a focus on small group travel.

• Familiarity with supporting or managing small group travel, understanding the unique needs, logistics, and expectations of guests in these experiences.

• Previous experience in a sales-related or conversion-driven support role, preferably in a dynamic or high-volume setting.

• Proven record of meeting sales KPIs, conversion metrics, or booking objectives.

• Outstanding written and verbal communication skills, with the capacity to adjust tone and style for various customers.

• Exceptional multitasking capabilities and a keen attention to detail.

• Basic understanding of cloud-based applications (Google Workspace, MS Office).

• Strong problem-solving abilities with the knack for delivering solutions within established processes.

• Capability to manage unexpected tasks or shifting priorities with grace and a positive demeanor.

• Experience working remotely and utilizing tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is an advantage).

🏝️ Benefits

• 16 days of annual leave plus 9 public holidays.

• Quarterly performance-based sales bonus.

• Every employee enjoys a complimentary trip from our catalog during their first year.

• An annual travel voucher of £500 to use on our trips.

• 30% employee discount, along with a 15% friends and family discount for our trips.