Mentor on Duty

19 hours ago

NiagaraontheLake, Ontario, Canada International SOS Full time $60,000 - $90,000 per year
Mentor on Duty (MOD)_Travel

The Travel Advisor-Mentor on Duty (MOD) is a hybrid role combining real-time operations oversight with high-touch customer service.

This position supports Aspire Lifestyles' Client Programs by managing queue coverage, mentoring agents, and fulfilling travel and lifestyle requests.

It serves as a liaison between Operations, Service Delivery, and Travel Advisors (TAs), ensuring service excellence and operational continuity.


Responsibilities

Real-Time Operations & Service Level Management

Monitor call queues and agent availability, ensuring minimum coverage thresholds.

Take live interactions during high-volume or low-coverage periods to maintain SLAs.

Liaise with IT to resolve technical issues affecting agent productivity.

Mentorship & Agent Development

Act as subject-matter expert on the floor, supporting Travel Advisors via chat.

Mentor new hires during On-the-Job Training (OJT); track and escalate knowledge gaps.

Provide feedback and basic coaching to TAs; support training completion tracking.


Customer Service Fulfillment

Fulfill inbound travel and lifestyle requests via phone, email, and chat.

Research and recommend services across categories: Dining, Entertainment, Travel, Shopping, etc.

Apply client policies and maintain high standards of service and professionalism.

Escalation & Administrative Management

Serve as primary contact for customer escalations.

Approve breaks/lunches when OPS/WF team is unavailable.

Conduct case audits for quality and compliance

Shift Transition & Reporting

Conduct end-of-shift handovers with Service Delivery Managers or next Travel Advisor- MOD, documenting issues and coverage status.

Required Competencies

Strong computer and internet proficiency; Microsoft Office Suite knowledge.

Effective time management and multitasking skills.

Professional communication and active listening.

Initiative-driven with problem-solving mindset.

Ability to work independently and manage workload efficiently


Required Work Experience & Qualifications

2+ years in customer service or hospitality.

Experience with high-net-worth clients.

Domestic & International travel/lifestyle experience.

Must be TICO certified

Required Language & Schedule Requirements

Fluent English (written and verbal).

Flexibility to work holidays and rotating shifts (365/24/7 program).

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.

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