Customer Care Manager

2 weeks ago

Vancouver, Canada Scenic Cruises Full time

Are you passionate about delivering exceptional service to your clientele?

If you are a Customer Care professional who thrives on providing quality service to external and internal customers, we want you on our team

**The Opportunity**:
Reporting to the Canadian Contact Centre Manager, the Customer Care Manager role represents our two luxury cruise brands in Western Canada. The primary purpose of this role is to enhance customer satisfaction of the Scenic Group by being accountable for handling customer feedback and client issues and providing quality service to external and internal customers who contact Scenic on tour, or after tour completion.

**Key accountabilities include**:

- Investigating and accurately identifying facts/issues surrounding guest issues and determine guest requirements.
- Acting as the primary point of contact and liaison with BDMs, Team Leads and Reservation Consultants to resolve escalations outside of the standard booking activities including: Critical Incident reports and guest and travel agent communications via Eblast process; Supporting all declared River Cruise Cover events and insurance and/or legal actions; Executing booking adjustments related to deviations and consolidations; On tour guest emergencies.
- Accurately tracking and documenting all discussions with guests to ensure a complete record history which can be traced, preserving confidentiality and security.
- Making suggestions and giving feedback on issues raised by guests in relation to individual tours and offering solutions that maximize guest satisfaction and guest loyalty, including assessing suitability for reimbursement within prescribed guidelines which comply with all Scenic and Emerald Cruises policies and procedures.
- Fulfilling general administration duties as required including working closely with NA Operations Manager and for the inbound tour product.
- Reviewing post tour survey results and follow up actions based on guest feedback.

**Required Skills/ Qualifications**:

- Previous experience in a Customer Relations/care type role within the luxury travel industry with 3+ years’ experience.
- Advanced verbal and written communication skills including active listening and questioning skills with an aptitude for identifying and investigating facts/issues.
- Strong emotional maturity and self-awareness and adept at using tact and judgement skills to deescalate conflict situations.
- Proficiency with Microsoft Office.
- Ability to understand the context in which Scenic & Emerald Cruises tours operate and a demonstrated willingness to contribute to the development of company goals.
- Achievement oriented with a strong sense of initiative and ability to set priorities, make decisions, take appropriate action, and operate with mínimal guidance or supervision.
- Capable of maintaining consistent accuracy with strong attention to detail while working under pressure.
- Ability and willingness to work towards company goals and values while exhibiting honesty, integrity, and fairness.
- Demonstrated ability to learn new products, maintain product knowledge and assimilate new job-related information.
- Team orientation with a strong focus on internal and external customers.
- Flexibility and adaptability in a changing environment.

**Why Choose Scenic**:
Scenic Group Canada is a leader in luxury small-ship river and ocean cruising operating internationally renowned brands Scenic Luxury Cruises & Tours and Emerald Cruises. In addition to river cruises and land touring, the company has set a new standard for ocean cruising with the World’s First Discovery Yachts
- Scenic Eclipse, and the announcement of their intimate 100-person luxury yachts, the Emerald Azzurra and Emerald Sakara launched in 2023. For more than 38 years, the Scenic Group has been delivering outstanding vacation experiences to travellers who expect the best of everything. Our Vancouver-based sales and marketing office proudly promotes river and ocean cruises to travel agents and clients across Canada.

Scenic Group is an equal opportunity employer offering a competitive compensation and benefits program including a health and wellness account and four weeks’ vacation.

**How to Join Scenic**:
**Job Types**: Full-time, Permanent

**Salary**: $65,000.00-$68,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: Hybrid remote in Vancouver, BC

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