Customer Retention Specialist

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

📋 Description

• Inform trade partners and guests about Withdrawn, Cancelled, Consolidated, Denied, and Waitlisted Departures.

• Collaborate effectively to provide alternatives while maintaining brand integrity, implementing cost-control strategies, and achieving sales-oriented solutions.

• Lead the de-escalation process during emotionally charged conversations.

• Execute revenue retention activities for denied product requests, duplicate bookings, and movements on the waitlist.

• Promote cross-selling and upselling across TTC Touring Brands.

• Offer customized rebooking solutions.

• Follow up on all non-paid and partially paid bookings affected by withdrawn or denied departures.

• Analyze, compute, and report the company's costs associated with saved and lost bookings.

• Foster strong relationships with customers and trade partners.

• Serve as the primary contact for travel agents and customers.

• Deliver clear, empathetic, and sales-focused solutions.

• Address customer issues promptly and effectively.

• Assist trade partners by providing them with the necessary tools, information, and resources to secure bookings and retain guests.

• Ensure high accuracy while analyzing and reporting financial impacts.

• Conduct proactive audits to ensure that all personal agent retention data is accurate, clean, and prepared.

⛳️ Requirements

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

• Strong expertise in de-escalation and managing highly sensitive customer issues.

• Sales experience (preferred).

• Experience in TTC or travel contact centers is highly valued.

🏝️ Benefits

• Flexibility with shift work is required, including evenings, weekends, and public holidays.

• An inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).