Coordinator, Customer Support
2 weeks ago
**About Us**:
Be EPIC Our Values are entrepreneurial, passionate, innovative and customer-centric. Named one of Canada’s Fastest-Growing companies for 14 years in a row, we are looking for an epic Customer Support Coordinator to join our team.
**About You**: You are a deadline oriented Customer Support Coordinator, responsible for handling and prioritize multiple concerns simultaneously in a fast pace professional environment. Reporting to the Manager Customer Support, you will administer and track applicable sales promotions.
With a passion for giving customers a great experience, you work to promote a positive team attitude behavior, teamwork and professional development internally and externally. You are detail oriented, highly organized with a focus on providing high quality customer service. You are able to work independently and as part of a team in an open-concept office with work stations.
**What You’ll Do**:
- Handle and prioritize multiple concerns simultaneously in a fast pace professional environment to facilitate a satisfactory resolution to all pre travel and post travel concerns
- Manage correspondence and or address customers' needs by phone to ensure customer satisfaction
- Liaising with internal and external suppliers to negotiate possible goodwill exceptions
- Communicate effectively with the management team and always looking to improve the services of SellOffVacations and the Customer Experience
- Administer and track applicable sales promotions
- Manage and communicate schedule changes or hotel relocations and actioning any options available to the client
- Daily review of Account Receivable report to ensure final payments are collected on time and provided to the respective travel supplier
- Responding to enquires or complaints submitted by consumer protection authorities
- Investigate and resolve/ recover client credit card chargebacks in conjunction with the Fraud and Loss team
- Other duties as assigned
**What You’ll Need**:
- Exceptional Customer Service skills
- Self-motivated with effective time management and problem solving skills to manage a varied workload
- Critical Thinker with attention to detail
- Excellent Written and Verbal Communication Skills
- Proficient in Word, Excel, Outlook
- French speaking is an asset
- Must be flexible to work shifts, evenings and weekends when necessary
- Ability to work independently as well as part of a team
- Minimum level of total work-related experience required to effectively perform the job’s.
- 1-3 years in the Travel Industry
- High school diploma
- Tourism College Certificate
- TICO CERTIFICATION
Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.
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