Client Care Agent

COLLETTE TRAVEL SERVICE INC; Vancouver; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading travel service provider is looking for Client Care Agents to join their remote team. The role involves providing exceptional customer service while helping guests fulfill their travel dreams. Ideal candidates must possess strong communication skills, attention to detail, and a knack for managing conflicts. The pay range is CAD $19.00 - $21.00 per hour.

Qualifications

• Must be a self-starter and self-learner.
• Enjoys being on the phone interacting with customers.
• Flexible in communication style to meet various customer personalities.

Responsibilities

• Provide exceptional service for Collette's guests.
• Build professional relationships with guests and travel agents.
• Educate guests on product offerings and process requests accurately.

Skills

Customer service expertise

Communication

Attention to detail

Conflict management

Bilingual skills

Tools

CRM management

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

Job Description

Collette is currently seeking Client Care Agents to join our Client Care Team. This is a remote role. Ideal candidates reside in Western Canada.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! As the longest-running tour operator in North America, our family-owned business leads the industry in innovation and expertise. Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. From giving back to local communities to creating incredible experiences for a world of travelers and being part of a value-oriented team that cares for one another – Collette is all about the people. So, what are you waiting for? Your journey starts here.

Job Summary:

In this role as a Client Care Agent, we want our customers to rave about their customer service experience. You'll join our team to not only deliver the best customer service in the travel industry, but the best customer service. Period. Your compassion and customer service expertise, combined with our support, training, and development, will ensure your success.

You like working with people. You are someone who can delight with promptness, thoroughness, accuracy, and maybe an occasional pun or two. This is your chance to join a team dedicated to helping our guests fulfill their dreams of exploring the world! This role is a vital piece to the success of Collette as a company. Join us on our mission to enhance life’s journey by creating extraordinary travel experiences.

Primary Functions:

• Provide an exceptional level of service for the needs of Collette’s guests in an inbound and outbound call center.
• Successfully build professional relationships with guests, travel agents, and partners while optimizing the customer experience.
• Educate guests on product offerings, the advantages of traveling with Collette, and the offers and upgrades available to them. Process and review all customer requests accurately and efficiently.
• Complete thorough reservations within our booking system with tremendous attention to detail.
• Review and complete operational reservation notations, which require action by the Client Care Center. This includes, but is not limited to, tour changes, flight schedule changes, re-booking components, requests for additional information, and follow-up notes.
• Collaborate with the sales team on customer requests and expectations, as well as multiple internal departments, to provide guest satisfaction.
• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency in the material.
• Ability to work regularly scheduled shifts within our hours of operation, including during the training period, with scheduled breaks, and flexibility to adjust daily schedules, work overtime, and weekends as needed.

Knowledge & Skills:

• Team player - we win as a team
• Enjoys being on the phone interacting with customers
• Must be a self-starter and self-learner
• An excellent communicator
• Strong computer skills, including knowledge of CRM management, Microsoft Excel, Outlook, and Word
• Strong attention to detail with the ability to organize and prioritize in a fast-paced environment
• Proactively seeks to improve internal processes
• Flexible in communication style to meet various customer personalities
• Proficient in conflict management, capable of resolving issues under stress, demonstrating resilience
• Willing to work hard and have fun doing it!
• Bilingual skills are a plus

Pay Range: $19.00 / hr - $21.00 / hr CAD