Guest Services Agent

2 weeks ago

Niagara Falls, Canada See Sight Tours Full time

**About See Sight Tours**

See Sight Tours is a leading tour company based in Niagara Falls, Canada, operating in over 22 cities across North America. We specialize in delivering unforgettable travel experiences by handling all the logistics—tickets, line-ups, and expert local insights—so our guests can enjoy stress-free adventures. Our mission is to create seamless, exciting, and memorable tours that allow travelers to explore top destinations with ease.

**About the Role**

We are seeking a Guest Services Agent to join our in-house team in Niagara Falls, Canada. As the first point of contact for our customers, you will play a critical role in ensuring a seamless and positive experience before, during, and after their trips. This is a fast-paced position that requires problem-solving, adaptability, and a customer-first mindset to handle last-minute concerns and ensure smooth tour operations.

**Key Responsibilities**
- Be the frontline problem-solver, ensuring smooth tour operations and handling last-minute customer concerns with professionalism and speed.
- Maintain and update customer database integrity using ZenDesk.
- Go above and beyond to create exceptional guest experiences, resolving concerns quickly and ensuring seamless support.
- Assist clients with selecting travel packages or services that best meet their needs.
- Handle reservations, changes, and cancellations up to the day of check-in.
- Provide travelers with essential travel materials, such as event programs or maps.
- Implement improvements based on customer feedback to enhance overall service quality.
- Recommend products and services based on customer needs and preferences.
- Answer inbound calls and occasionally make outbound calls, including follow-ups.

**Qualifications & Experience**

Education: High School Diploma required.

Experience: 1-2 years of customer service experience, preferably in a call center or travel-related environment.

**Knowledge & Skills**
- Proficiency in ZenDesk and other customer service platforms.
- Experience using Microsoft Windows, Word, Excel, and travel CRM systems.
- Bilingualism (English & French) is highly preferred.
- Excellent verbal and written communication skills.
- Strong problem-solving and organizational abilities.
- Ability to work under pressure and manage multiple tasks effectively.
- Comfortable working both independently and within a team.

**Why Join Us?**
- Work for a fast-growing and innovative travel company revolutionizing the tour industry.
- Be part of a collaborative and dynamic team that values creativity and problem-solving.
- Opportunities for career advancement within our expanding organization.
- Experience the thrill of working in the travel industry with a team passionate about creating unforgettable experiences.

**How to Apply**

If you’re passionate about delivering top-tier customer service and thrive in a fast-paced, problem-solving environment, we’d love to hear from you

Send your resume and a brief cover letter explaining why you’d be a great fit for this role. Tell us about a time you turned a frustrated customer into a happy one

We look forward to welcoming you to the See Sight Tours team

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

Pay: From $17.20 per hour

**Benefits**:

- Casual dress
- Company events
- On-site parking

Work Location: In person

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