Contact Centre Agent

The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity.

**Salary**: $19/hour, with varying shifts, including evenings, weekends and some Public Holidays

Summary

The Travel Corporation is a unique phenomenon, operating in over 70 countries worldwide and carrying over 2 million travellers in 2019. Some of our award-winning brands include Trafalgar, Contiki, Insight Vacations, Uniworld River Cruises, Red Carnation Hotels. And, in 2020 we celebrated our 100th anniversary (imagine how good you’d be at something if you’d been doing it for over 100 years?).

Our Contact Centre Agents are at the heart of TTC’s customer-obsessed approach. You’re the superstars who ensure every TTC traveller feels as informed, valued and excited as possible.

As a Contact Centre Agent, you’ll assist travellers with existing bookings and provide them with exceptional customer service. Remember: their adventure starts with you, so you’ll need empathy and listening skills, the ability to solve problems on the fly and, of course, excellent math skills to quickly calculate costs.

KEY ACTIVITIES
- Taking responsibility for amendments, changes, suspensions, and cancellations of any existing bookings
- Taking responsibility for the finalization of all bookings and accurately collecting payments (this is where your top-quality attention to detail will come in handy).
- Providing customers with any information required prior to travel (with knowledge and empathy).
- Working towards customer retention, where trips are suspended, cancelled, or the customer wishes to cancel - making sure they feel valued and understood in potentially difficult situations.
- Identifying opportunities to sell alternatives or add-ons when required
- Building, developing, and cultivating relationships with customers, travel partners, and colleagues
- Using various systems such as Tropics, Amadeus, Salesforce, Dayforce, Workforce Management, and yes - even Google

EDUCATION
- High School diploma or relevant experience
- Post-secondary education in travel & tourism is highly regarded but not essential.
- Excellent written and verbal communication skills and a superior command of the English language
- Fluency in French considered an asset
- Willingness to pursue TICO (Travel Industry Council of Ontario) certification is required

EXPERIENCE
- Prior experience within a customer service environment is essential
- Computer Literacy and confidence are essential
- Advanced math skills required
- Having travel industry knowledge is an advantage, including geography, airline, city & country codes, and an understanding of the booking process.

WORK ENVIRONMENT
- Hybrid environment preferred
- Remote environment possible
- Ability to work varying shift work, including evenings, weekends and some Public Holidays is essential

Contact Centre Consultants control our most valued contact with our customers and create the ultimate guest experience - are you our next Superstar?

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role, but aren’t an exhaustive list of all responsibilities, duties, and skills required. You may be required to perform duties outside of normal responsibilities from time to time, as needed.

ABOUT THE COMPANY

Internationally, TTC has become one of the largest, family owned and run business in the world.

OUR TTC IPs (Intellectual Properties)

Incredible People - Our people are our strength, they are what makes us unique. It’s the diverse voices and viewpoints that help us continually improve how we deliver world-class travel experiences for the world to enjoy.

Inherent Passion - Inherent Passion speaks to our core - our love for travel. This was the foundation that TTC is built on, and it still drives us forward today. It’s less something we say, and more something we feel.

Impactful Purpose - At The Travel Corporation, we Make Travel Matter in 2 ways: through our TreadRight Foundation and How We Tread Right. For more information, please visit below:
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.