Web Support and Fraud Agent

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

📋 Description

• Accurately and swiftly process and manage online reservations.

• Address customer inquiries through email, phone, chat, web forms, and various digital platforms.

• Provide assistance with booking modifications, cancellations, and specific requests.

• Confirm reservation details, pricing, promotions, and travel prerequisites.

• Resolve customer issues while escalating complex matters as needed.

• Keep precise records of customer interactions and booking transactions.

• Oversee web bookings and rectify any discrepancies.

• Promote travel products, services, insurance, and promotions to enhance sales efforts.

• Collaborate with suppliers, internal departments, and customer service teams.

• Ensure adherence to company policies, procedures, and industry regulations.

• Review travel bookings for any signs of fraudulent activity.

• Identify high-risk transactions using fraud indicators, internal systems, payment details, and booking history.

• Manually examine bookings flagged by automated fraud detection systems or internal teams.

• Verify customer and payment details when further authentication is necessary.

• Analyze booking discrepancies related to passenger/contact information, payment methods, IP/location data, booking timing, or travel trends.

• Determine whether to approve, hold, escalate, or cancel potentially fraudulent bookings.

• Reach out to customers to validate transactions while ensuring a professional and positive customer experience.

⛳️ Requirements

• Strong customer service orientation and excellence.

• Outstanding professional communication skills, both written and verbal.

• Highly organized, capable of meeting deadlines, and able to work under pressure.

• Ability to conduct research and employ critical thinking and problem-solving skills when working autonomously.

• Excellent work ethic and time management abilities.

• Friendly demeanor and capable of collaborating with both internal and external clients.

• Demonstrated active listening skills and attention to detail.

• Adaptable and able to adjust to organizational changes.

• Diploma in Travel and Tourism/TICO.

• Proficient in computer usage (Windows, MS Office).

• Novice level proficiency in Sabre.

• Minimum of 1 year of customer service experience.

• Preferred bachelor's degree or higher in Tourism Management or a related field.

• Must be available to work on statutory holidays.

• Availability for designated evening, Sunday, and EST shifts.

🏝️ Benefits

• 2 weeks of vacation.

• Medical and dental coverage.

• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day.

• Employer RRSP contribution program.

• Fantastic travel benefits for you, your friends, and your family.

• Employee Assistance Program (EAP) available for you and your family members.

• Potential opportunity to work from home.