Travel Support Consultant

1 month ago


Canada, CA TripArc Inc. Full time

Founded in 2017, TripArc is a $750 million privately held company that powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates.

As an industry leader in technology, purchasing, finance, HR, and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – TripArc has real insight into the needs of tour operators and travel agencies today.

TripArc’s goals are simple: to make our network of over 1400 travel entities more profitable, efficient, and help them create truly unique travel for their clients.

This is not your typical after-hours team. Our vision is to provide our clients with consistent service regardless of the time of day. For example, this could include starting the quote process for an exciting 25th anniversary trip of a lifetime, facilitating seat changes for an executive traveling to an important meeting, or issuing urgent tickets for one of our Leisure Consultants.

Our stellar team has a "Yes I can do that for you" attitude that understands the need to follow policies and procedures but are empowered to problem solve, finding the best solution for our clients.

Responsibilities

  • Be the first point of contact for all questions and support for Kensington Tours clients while adhering to each specific policy and procedure.
  • Support reservations on our in-house booking tools.
  • Manage incoming client calls, providing support or redirecting to the appropriate department as needed.
  • Initiate contact with prospective clients to evaluate interest and coordinate subsequent actions.
  • Stay fully informed of all airline rules and regulations and other industry requirements and accurately apply this information when making travel arrangements.
  • Work with global DMCs, suppliers, and other partners who facilitate and support our clients' travel requirements to address client queries.
  • Document and provide feedback/action summary on any call received.
  • Provide problem-solving expertise and superior customer care.
  • Operate within company standards in customer service, productivity, quality standards, and operating procedures.
  • Demonstrate the ability to solve problems independently.
  • Perform other duties and assist in all areas as assigned.

Qualifications

  • A minimum of 3 years of experience in either leisure or corporate travel support, after-hours, or emergency travel team.
  • Strong communication skills, both verbal and written.
  • Demonstrated ability to liaise with clients and establish positive relationships.
  • Experience in a matrix-based and collaborative environment.
  • Strong attention to detail, being highly organized, and showing the ability to multi-task.
  • Ability to function in a fast-paced, demanding environment.
  • Must be available for flexible hours including days, afternoons, weekends, and statutory holidays.
  • Availability to work overnight hours is an asset.
  • Experience using Microsoft products such as Excel and SharePoint.
  • GDS experience in Sabre with exposure to Travelport and Amadeus is an asset.
  • Ability to speak other languages such as French or Spanish is desirable but not required.

Additional Information

Cultural Fit:

  • Thrives working in a technology and KPI-driven organization.
  • Able to thrive in an entrepreneurial environment with ambiguity.
  • Highly functional in a fast-paced, constantly changing workplace - building plans through iterations from learning what’s working and not working.
  • Low ego and a team player.
  • Has the ability to build trust and work through conflict.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

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