Job Description

Bilingual Customer Support Associate, Travel Who are we? Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of Collaboration - We work as one team to delight our customers and build strong relationships, that last. Integrity - We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus. Leadership - We are empowered to take the initiative \xe2\x80\x93 to proactively deliver on our partners unique needs and help drive our company\xe2\x80\x99s growth. Ownership - We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments. Creativity - We provide innovative, flexible solutions that lead us, and our partners, into the future. Community - We value each other and work together to have a positive impact on the world around us. Fun - We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace. What is the opportunity? We are currently seeking a Travel Customer Support Associate to join our company who will work remotely at this time, with the potential to move into an office environment later in 2023, assisting clients with all their travel needs sharing expertise, offering advice and facilitating bookings. This exciting and challenging role is great for energetic individuals with a previous travel background. With a strong commitment to working closely with clients, you will provide high-level customer service through various communication channels such as voice, email and web chat handling the customer journey from start to pre/post trip in adherence to internal quality standards. Our ideal candidate is a team player with excellent verbal and written skills and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service. What will you do? \xc2\xb7 Handle incoming omnichannel client interactions by listening and connecting with the client, building a rapport and understanding their travel needs and advising on destination(s) being considered helping the client choose what meets their needs and budget \xc2\xb7 Provide all relevant information on travel documents needed, explain travel restrictions, rules or guidelines and recommend travel and safety tips based on the destination in a timely, professional, clear and articulate manner \xc2\xb7 Organize and book tickets, accommodations, insurance, ground transportation services, rental cars, tours, etc. as required ensuring worry-free arrangements on behalf of the client \xc2\xb7 Advise on and facilitate leisure travel bookings, group travel and/or multi-destination trips \xc2\xb7 Securely handle client data according to privacy guidelines and government and company policies \xc2\xb7 Collaborate with, and learn from, our experienced travel team of managers, supervisors, team leads and other travel associates to deliver an exceptional service experience to clients and enhance your travel and program knowledge \xc2\xb7 Follow policies and standard travel procedures to best serve travelers \xc2\xb7 Cross sell products and/or services during interactions where applicable \xc2\xb7 Be responsible for personal quality assurance scores, KPI requirements, own schedule adherence \xc2\xb7 Other duties as may be assigned What will you need to succeed? \xc2\xb7 Minimum 3 years experience in the retail travel industry \xc2\xb7 1+ years proven customer service experience in any industry \xc2\xb7 Strong working knowledge of a Global Distribution System (GDS) such as Sabre, Amadeus or Galileo \xc2\xb7 Proficiency with Microsoft Office / Word / Excel / Outlook \xc2\xb7 TICO Certificate required; if based in Quebec, OPC certification also required \xc2\xb7 Completion of an accredited Travel and Tourism program an asset \xc2\xb7 Proficiently bilingual, spoken and written - English/French an asset \xc2\xb7 Pleasant, respectful and professional demeanour with the ability to work well under pressure \xc2\xb7 Superior inter-personal, communication and active listening skills with the ability to foster strong working relationships across a wide range of clientele, colleagues and business partners \xc2\xb7 Self-motivating, focused and detail-oriented \xc2\xb7 Exceptional knowledge in every facet of the travel sector and superior selling skills \xc2\xb7 Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance \xc2\xb7 Varied rotating shifts, Monday to Friday 8am to 10pm EST and Saturday 8am to 8pm ESTcomprising 40 hours per week, full-time, permanent What is your day going to look like? \xc2\xb7 Maintain schedule adherence including start time, breaks and mealtime \xc2\xb7 Review latest information on any travel announcements or program, policy or guideline updates \xc2\xb7 Take calls/answer emails throughout your shift providing exceptional customer service accurately and efficiently while interacting with empathy, patience and understanding in managing clients\xe2\x80\x99 travel needs and inquiries \xc2\xb7 Ensure adherence to internal call quality standards/QA scores and KPI requirements \xc2\xb7 During any slow periods continue learning and researching aspects of new/popular destinations and the travel sector enhancing your resource and knowledge base for on-going referral to clients Job Types: Full-time, Permanent Salary: $22.00-$23.00 per hour Benefits:

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: Remote Application deadline: 2023-02-08
Expected start date: 2023-01-16