The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity.

Position Title: Contact Centre Agent - Service
Department: The Travel Corporation \xe2\x80\x93 Contact Centre
Brands All Brands
Reports to Position: Contact Centre Manager - Service
Positions Reporting to: None

POSITION PURPOSE

Working within a World Class Call Centre environment, the Contact Centre Service Agent is responsible for servicing and maintaining all bookings, effectively handling changes, suspensions, cancellations received via various communication channels whilst maintaining a superior standard of customer service.

A Contact Centre Service Agent is a customer service-driven individual who takes pride in ensuring every customer feels valued and needs are met.

In this role, you are responsible for assisting all customers with existing bookings with any requirements they have by providing the best service experience for our customers, both internal and external.

Contact Centre Agents control our most valued contact with our customers and create the ultimate guest experience through consistent professional care and service.

KEY RESULT AREAS & ACTIVITIES PERFORMED

Skills Required:
Service:

• You will be responsible for the finalization of all bookings and accurately collecting payments.
• You will be responsible for the amendments, changes, suspensions, and cancellations of any existing bookings.
• Provide customers with any information required prior to travel.
• You will work with customers to save bookings if trips are suspended, cancelled, or the customer wishes to cancel.
• You will identify opportunities to sell alternatives or add-ons if required.
• Establishes and maintain effective relationships with customers and gain their trust.
• Book and/or amend all products and services accurately in the various reservations systems such as Tropics and Amadeus.
• Use Salesforce effectively.
• Utilise CSP skills to overcome objections and provide excellent personalised customer service.

Communication:

• Proficient in both oral and written communication, in English, with diverse types of nationalities and accents.

Learning on the Fly:

• Ability to learn quickly and be open to change even when facing new or challenging situations.
• Maintain accurate and up-to-date knowledge of company products, policies, and procedures related to the job.
• Uses multiple computer applications and telephone technology to process customer transactions.

Problem Solving:

• You will identify, research, and resolve issues to customer satisfaction.

Collaboration:

• You will partner with your manager and teammates to ensure you work in a customer service driven environment.
• Work alongside the Contact Centre Sales team to contribute to the overall sales goals for each brand.
• Recognize, document, and alert the manager of any trends.
• Recommend process improvements where needed.
• Support the Contact Centre Sales time if required by taking bookings in peak times to alleviate delayed response times.

Nurturing:

• You will build, develop, and cultivate relationships with customers, travel partners, and colleagues.

General:

• Be dedicated to meeting the expectations of both our internal and external customers.
• Be able to change air products & sectors in Amadeus.
• Be required to take on other duties as assigned within the Contact Centre.
• May be required to work on public holidays and weekends, including Sundays.
• Act on any instructions from time to time based on the company\'s operational requirements and falls within the vocational ability of the incumbent.
• Attend in-house staff training and departmental meetings.
• Actively contribute to the creation of an integrated and focused Contact Centre team.
• Adhere to company ethics standards.

SUPERVISORY RESPONSIBILITIES

• None

EDUCATION

• Completed and passed High School.
• A diploma or degree in travel & tourism is highly regarded but not necessary.
• TICO certification, or willingness to pursue
• A high level of written and spoken English.
• Amadeus course an added advantage.

EXPERIENCE

• Prior experience within a customer service environment is essential
• Office administration and/or computer skills are preferable
• Travel Industry experience is highly regarded but not necessary

KNOWLEDGE

• Professional verbal and written English communication skills.
• Computer literate. Office 365 knowledge is an added advantage.
• Travel industry knowledge, including destination information, airline, city & country codes, and an understanding of the booking process.

COMPETENCIES

• Exceptional customer service.
• Ability to work as part of a team.
• Excellent planning and organization skills.
• Ability to prioritize and perform multiple tasks under pressure.
• Ability to communicate, both orally and written to all levels of the organization.
• Ability to communicate, both orally and written with all customers.
• Willingness to learn and develop and take on new responsibilities.
• Ability to follow tasks through to completion.
• Build excellent business relationships.
• Positive attitude.
• Customer-focused.
• Goal-oriented.
• A strong work ethic.
• Ability to problem-solve.
• Self Confidence.
• Effective communicator.
• Judgement to refer decisions and/or discuss as appropriate.
• Demonstrate patience, understanding and empathy.
• Be self-Motivated and able to use your initiative.
• Adaptable, cooperative, and reliable.

This outlines the broad requirements of the job and the duties the employee will be expected to perform. This list is not exhaustive, and the employee will be required to comply with additional duties as reasonably required from time to time.

The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (\xe2\x80\x98AODA\xe2\x80\x99). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.