Digital Travel Consultant

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

📋 Description

• Oversee numerous customer interactions through chat and phone channels, adjusting to business requirements and service demands.

• Provide tailored service via both written (chat/email) and verbal (phone) communication while ensuring a consistent, high-quality customer experience.

• Investigate and suggest curated travel, dining, entertainment, and lifestyle experiences using a range of online resources and search tools.

• Organize and confirm reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, special events, and other lifestyle experiences.

• Leverage program expertise to identify and offer exclusive benefits, upgrades, and personalized recommendations that enhance each customer's experience.

• Professionally interact with customers, vendors, partners, and service providers through chat, phone, and email to fulfill requests and resolve issues.

• Stay current on popular destinations, restaurants, events, travel trends, and lifestyle offerings to provide knowledgeable recommendations.

• Efficiently manage and de-escalate customer concerns across both channels, especially during unexpected travel disruptions or urgent situations.

• Consistently achieve established service-level expectations, including response times, call handling standards, follow-up commitments, and premium service standards.

• Address customer objections with empathy and professionalism while offering alternative solutions that align with their needs and preferences.

• Follow established compliance procedures and reservation protocols to ensure accuracy, quality, and risk mitigation.

• Utilize various communication and service technologies, including chat platforms, soft-phone systems, email, web browsers, and other digital tools.

• Stay updated on program enhancements, promotions, policies, procedures, and service updates to provide accurate customer guidance.

• Complete all mandatory training programs and professional development activities to maintain proficiency in the role and service excellence.

⛳️ Requirements

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

• Strong written and verbal communication skills, with the capability to convey information clearly, concisely, and professionally in English.

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

• Interest in travel, lifestyle services, dining, and global destinations.

• High level of computer proficiency with the ability to maneuver through multiple systems and tools simultaneously.

• Excellent problem-solving, time management, prioritization, and multitasking abilities in a fast-paced environment.

• Resilient, adaptable, and calm when managing complex situations and shifting priorities.

• Strong interpersonal and consultative skills, capable of making confident recommendations and building customer rapport.

• High degree of integrity and discretion when handling sensitive customer information.

• Preferred experience in travel, hospitality, luxury customer service, concierge services, or sales.

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

• Flexibility to work various shifts, including evenings, overnights, weekends, and holidays, with the capacity to support both voice and digital channels as needed.

• High School diploma or equivalent.

• Must consent to and successfully pass a background check.

• Must be legally authorized to work in Canada (Canadian citizen or permanent resident).

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities