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Reservation Agent, Call Centre

2 weeks ago

Toronto, Ontario, Canada H.I.S Canada Travel Inc. Full time

Position: Reservation Agent, Call Centre - FIT

Department: FIT

Reports to: Supervisor, Reservation Department

Status: Full-Time

Location: Remote

The Opportunity

The Call Centre Reservations Agent is responsible for handling customer inquiries, managing reservation modifications, and processing new bookings. The role focuses on achieving sales targets, contributing to call centre KPIs, and consistently delivering excellent customer service.

How You Will Be Spending Your Time

  • Generate revenue to contribute to overall objective
  • Answer calls in timely, courteous and professional manner
  • Provide excellent customer service
  • Enforce active selling skills to close a sale
  • Process bookings with accuracy and detail
  • Consistently meet individual performance targets
  • Stays current on products, services, promotions, procedures and technology
  • Identify and solve challenges
  • Contribute to continuous departmental improvements
  • All other related tasks as required or assigned by management

The Skills, Experience and Requirements You Need to be Successful

  • Travel/Tourism school diploma or equivalent related travel industry experience
  • 1-2 year of on-the-job experience and/or performing similar duties required
  • Excellent customer service skills and interpersonal skills
  • Professionalism and patience
  • Team player but able to work autonomously
  • Ability to work under pressure and meet deadlines
  • Excellent selling skills and results driven
  • General knowledge in geography
  • Knowledge of the travel industry
  • Computer knowledge - Microsoft Office, Sabre - and ability to learn new software

  • Knowledge of Sabre (an asset)

  • Bilingual in French (an asset)

Working conditions

  • Call Centre environment – home-based
  • 5 hours per week
  • Rotating shift schedule (including days, evenings, and weekends)
  • Call Centre hours of operation: Monday to Friday: 9:00 a.m. – 8:00 p.m. , Saturday: 10:00 a.m. – 4:00 p.m.

Crew Advantages

  • Competitive salary
  • 2 weeks' vacation
  • Medical and dental benefits
  • 9 additional paid days (1 birthday; 5 sick days; 2 personal days; 1 volunteer day)
  • Employer RRSP contribution program
  • Awesome travel benefits for you, your friends and family
  • Employee Assistance Program for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada's largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including , , Sunquest, The Travel Experts, Merit Travel, and offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike.

Are You Ready to be part of the team?

Please submit your cover letter and resume to Only qualified candidates will be considered for this position

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.

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Poste: Agent de réservations, Centre d'appel - FIT

Département : FIT

Rend compte à : Superviseur-Département de réservation

Statut : Temps plein

Lieu de travail : Travail à distance

L'opportunite de travail

L'agent des réservations du centre d'appels sera responsable de répondre aux demandes des clients, de gérer les modifications de réservations et de traiter les nouvelles réservations. Le rôle consiste à atteindre les objectifs de ventes, à contribuer aux indicateurs de performance du centre d'appels et à offrir un service client de qualité supérieure.

Comment vous occuperez-vous de votre temps ?

  • Générer des revenus afin de contribuer à l'objectif global
  • Répondre aux appels de manière rapide, courtoise et professionnelle
  • Fournir un excellent service à la clientèle
  • Mettre en œuvre des techniques de vente actives afin de conclure une vente
  • Traiter les réservations avec précision et minutie
  • Atteindre systématiquement les objectifs de performance individuels
  • Se tenir au courant des produits, services, promotions, procédures et technologies
  • Identifier et résoudre les problèmes
  • Contribuer à l'amélioration continue du service
  • Accomplir toutes les autres tâches connexes requises ou assignées par la direction

Compétences, expérience et exigences requises pour réussir

  • Diplôme d'une école de tourisme ou expérience équivalente dans le secteur du voyage
  • 1 à 2 ans d'expérience professionnelle et/ou dans des fonctions similaires requis
  • Excellentes compétences en matière de service à la clientèle et relations interpersonnelles
  • Professionnalisme et patience
  • Esprit d'équipe, mais capable de travailler de manière autonome
  • Capacité à travailler sous pression et à respecter les délais
  • Excellentes compétences en vente et orientation vers les résultats
  • Connaissances générales en géographie
  • Connaissance du secteur du voyage
  • Connaissances informatiques - Microsoft Office, Sabre - et capacité à apprendre de nouveaux logiciels
  • Connaissance de Sabre est un atout
  • Bilinguisme en français est un atout

Conditions de travail

  • Environnement de centre d'appels – en télétravail
  • 37,5 heures par semaine
  • Horaire rotatif (incluant les quarts de jour, de soir et de fin de semaine)
  • Heures d'ouverture du centre d'appels : Du lundi au vendredi: de 9 h à 20 h, Le samedi: de 10 h à 16 h

Avantages pour l'équipe

  • Salaire compétitif
  • 2 semaines de vacances
  • Assurance médicale et dentaire
  • 9 jours de congés payés additionnels [1 anniversaire ; 5 jours de maladie ; 2 jours personnels ; 1 jour de bénévolat].
  • Programme de contribution au REER de l'employeur
  • Des avantages de voyage extraordinaires pour vous, vos amis et votre famille
  • Programme d'aide aux employés pour vous et les membres de votre famille

Qui sommes-nous?

Voyages HIS Canada Inc., une division du Groupe H.I.S. est l'une des plus grandes entreprises de l'industrie du voyage. Incorporée en 2004, HIS Canada Travel Inc. possède et exploite plusieurs marques de voyages à titre de voyagiste et d'agences de voyages. La division de vente au détail; y compris , , Sunquest, les Experts en voyages, Merit voyages, et ; propose divers produits aux voyageurs, notamment des forfaits, des vols et des hôtels dans le monde entier, des excursions et bien plus encore. L'entreprise de vente en gros de produits de voyage, TravelBrands, offre une gamme complète de prestations de voyage, y compris les vols, les hôtels, la location de voitures, les croisières et les spécialités aux conseillers en voyages et aux agences de voyages à travers le Canada. Voyages HIS Canada Inc. est le guichet unique le plus complet pour les agents de voyages et les voyageurs.

Êtes-vous prêt à faire partie de l'équipe ?

Veuillez envoyer votre lettre de motivation et votre CV à Seuls les candidats qualifiés seront pris en considération pour ce poste

Voyages HIS Canada Inc. valorise la diversité sur le lieu de travail et s'engage à respecter l'équité en matière d'emploi. Conformément à la loi sur l'accessibilité pour les personnes handicapées de l'Ontario (AODA), l'entreprise fournira, sur demande, des aménagements, des formats accessibles et des supports de communication pour l'entretien, et nous travaillerons avec vous pour répondre à vos besoins en matière d'accessibilité.