Full-time Customer Service Representative

6 months ago


Vancouver, Canada Cruise Connections Canada Full time

**This is You (Bilingual - Fluent in English and Mandarin/Cantonese or French Language)**

A passionate professional who thrives working collaboratively with other team members to bring about an **exceptional guest experience. **You are keen in cultivating and maintaining guest loyalty and retention.

You love the challenge of a fast-paced work environment and high volume call-centre. You are ready to hit the ground running. You are resilient and demonstrate calm disposition in dealing with changes and challenging situations. Your attention to detail is advanced; in fact, you cannot help but spot imperfections.

You love travel and have a minimum 2 years of office environment experience. **You are fluent in English and in Mandarin/Cantonese or the French language. ** We would like to meet you. This is an **immediate and full time **job opportunity.

**This is Us**

Cruise Connections is the largest Cruise Retailer in Canada from a single location.

For the past 30 years, our family of vacation planners have continually strived to create unique and personalized travel experiences. **“One Guest at a Time ”**

We’re grounded by a deep appreciation for the precious nature of our guests’ vacation time, and a passion for exceeding their expectations.

From cruises and flights, to hotels, tours and travel insurance — our experienced and dedicated team is committed to delivering a differentiated guest experience.

**Requirements**:
**Customer Service**
- Provide superior customer service in all phases of the sales cycle: pre-cruise, during the cruise and post cruise in a variety of tasks including:

- Conducting courtesy calls following a cruise reservation to verify guests’ contact information and various elements of the reservation.
- Handle special requests from the guests as it relates to the reservation such as:

- Dining requests
- Bedding requests
- Visa Requirements
- Cruise Line online check-in reminder
- In collaboration with the Sales Team and other team members, assist in handling other travel-related items such as: Flights/Air Deviation, Hotel, Transfers, Shore Excursions, Tours, Travel Protection
- Address and resolve conflicts in a timely manner and implement client-focused workable solutions

**Lead Management**
- Delegate leads to the Cruise Specialists thoughtfully and expeditiously that are received either through phone calls or online
- Create, maintain and update client profiles using an internal CRM

**Business Development**
- In collaboration with the Sales Team and other team members, identify opportunities for incremental revenue stream through repeat guests, referrals and new client base.
- Identify opportunities for upsell and plan for other components of the guests’ travel to bring about a complete vacation package

Other travel components and services to clients may include:

- Flights/Air Deviation, Cabin Class and Seat Upgrades and Selection
- Hotel Arrangements
- Transfers
- Pre and Post Cruise Land Programs
- Shore Excursions
- Tour Tickets to local tourist attractions and places of interest
- Travel Protection
- Others

**Administrative Tasks**
- Make reservations with the vendors, prepare and review all documentations for the guests for accuracy
- Perform other administrative tasks as required for the operations of the business

**Requirements**:

- Minimum 2 years of Customer Service and office environment experience

**Bilingual - Fluency in English and Mandarin/Cantonese or French language required**
- Flexible Schedule - Adaptable hours and ability to work on weekends as required
- Punctual with strong attendance history
- Ability to type 35+ WPM
- Previous travel industry experience would be an asset.

**Key Competencies/Core Skills**:

- Impeccable Customer Service skills and Interpersonal Skills
- Excellent English verbal, phone and written communication skills

(Mandarin speaking skill an asset)
- Strong attention to details
- Energetic listening skills
- Time Management, organizational and multi-tasking skills
- Analytical and problem-solving skills

**Salary and Benefits**:
**- Salary commensurate to experience and qualifications, starting at $20.00 per hour, additional consideration for skills, experience and languages. Bilingual -** **Fluency in English and Mandarin/Cantonese or French language required.**
- Lucrative Performance Bonus
- Extended dental, vision and medical benefits
- Vacation Benefits
- RRSP matching
- Opportunity for advancement
- Well-appointed Vancouver downtown office

**Job Types**: Full-time, Permanent

**Salary**: From $20.00 per hour

**Benefits**:

- Company events
- Dental care
- Extended health care
- RRSP match
- Vision care
- Wellness program

Schedule:

- Day shift

Supplemental pay types:

- Bonus pay
- Commission pay
- Overtime pay

COVID-19 considerations:
Cruise Connections is compliant with WorkSafe BC Health Protocols for the health and safety of its employees.

**Education**:

- Secondary School (preferred)

**Experie



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