About this role
- Answer inbound communications via phone from Card Members and assist with travel plans (Booking airfare, hotels, car/limo rentals while promoting Platinum member benefits)
- Research and present travel itineraries when requested
- Stay up to date with popular travel destinations/events
- De-escalate a Card Member’s stress when unforeseen travel situations arise
- Maintain service level standards; including follow up timeline while providing white-glove service
- Become a travel expert and know where to look to find the information needed, such as travel guidelines and advisories
- Use standard technology: Soft-phones, e-mail, webcam, and web browsers
- Maintain up-to-date knowledge of client promotions
- Complete all assigned training as necessary
Qualifications
- Exceptional communication skills both written and verbal
- Must be able to speak and read English fluently
- The flexibility to work shifts, including nights and weekends
- Previous Call Centre, Sales, and/or Tourism/Hospitality experience would be an asset
- Ability to thrive in a competitive, metric driven environment
- Proven ability to provide extraordinary customer service
- Experience servicing customers in travel, hospitality, high-end customer service or sales roles
- Resilient and composed under pressure and constantly evolving circumstances
- A systematic approach to solving complex problems by gathering and capturing the correct details
- Have excellent interpersonal skills and the ability to organize simultaneous tasks
- Excellent organizational, problem solving and decision-making skills
- Ability to work in a fast-paced environment with tight deadlines
- Natural consultative skills, with the ability to offer confident recommendations
- Excellent geography knowledge likely gained by being travel curious or through time spent exploring the world
- Ability to work as a member of a team
- High School diploma or equivalent
- Must consent to and pass a background check
- Must be legally entitled to work in Canada (Canadian citizen, permanent resident, or holder of a valid work permit)
- Answer inbound communications via phone from Card Members and assist with travel plans
(Booking airfare, hotels, car/limo rentals while promoting Platinum member benefits)
- Research and present travel itineraries when requested
- Stay up to date with popular travel destinations/events
- De-escalate a Card Member’s stress when unforeseen travel situations arise
- Maintain service level standards; including follow up timeline while providing white-glove service
- Become a travel expert and know where to look to find the information needed, such as travel guidelines and advisories
- Use standard technology: Soft-phones, e-mail, webcam, and web browsers
- Maintain up-to-date knowledge of client promotions
- Complete all assigned training as necessary