Job Description

Provide technical support to the call center agents. Guide the reservations staff in maintaining a high level of customer service. Assist and support the Supervisor in the daily activities.

RESPONSIBILITIES:

• Assist the call center agents by providing technical support during their daily activities;
• Provide guidance and assistance to the call center agents as well as travel agents, in order to timely and accurately resolve issues and problems;
• Answer customer service calls when required - Act as first escalation level for the reservations agents and for our clients;
• Provide back-up support on lines when needed;
• Maintain and provide current and accurate product knowledge, booking procedures and policies;
• Take on role as Acting Supervisor during afterhours and week-ends;
• Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
• Aim towards first call resolution;
• Assist the supervisor in determining training needs;
• Provide and maintain a high level of customer service and professionalism through the different means of communication;
• Perform other tasks as assigned by immediate supervisor.

• College diploma in Tourism and 2 years experience as a reservation agent
• Fluently bilingual in French and English
• Demonstrate good judgment, initiative and flexibility
• Ability to manage difficult customer situations, and resolve problems quickly and efficiently
• Ability to work under pressure
• Ability to manage emotions, listens and communicates with respect, and to build trusting relationships
• Strong verbal and written communication skills;
• Strong team player
• Knowledge of activities performed by other departments, their policies and procedures, is an asset