Customer Retention Specialist

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

📋 Description

• Inform trade partners and directly communicate with guests regarding Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures

• Collaborate effectively to provide alternatives while maintaining brand integrity

• Take the lead in de-escalating conversations that involve heightened emotions

• Execute revenue retention activities for denied product requests

• Ensure that all booking retention efforts are in line with company policies

• Engage in cross-selling and upselling across TTC Touring Brands to preserve affected bookings

• Offer customized rebooking options

• Follow up on all unpaid and partially paid bookings that are impacted by withdrawn or denied departures

• Build and maintain strong relationships with customers and trade partners

• Act as the primary point of contact for Travel agents and customers

• Deliver clear, empathetic, and sales-oriented solutions

• Address customer inquiries promptly and effectively

• Support trade partners by providing the necessary tools, information, and resources to facilitate bookings

• Utilize advanced skills to manage retention reports, conduct cost analysis, and track cancellations

⛳️ Requirements

• Experience in customer retention, inbound/outbound sales, customer service, or handling complaints (preferred)

• Strong background in de-escalation and managing sensitive customer issues

• Sales experience is preferred

• Previous experience in TTC or travel contact center is highly valued

🏝️ Benefits

• Flexible shift work options, including evenings, weekends, and public holidays

• Opportunities for remote work