Contact Centre Agent – Contiki

The Travel Corporation; Toronto; Hybride; CAD 26 000 - 34 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Incentives based on performance

Growth opportunities

Volunteer days

Résumé du poste

The Travel Corporation is seeking a Contact Centre Agent – Contiki to guide guests through vacation planning and convert interest into bookings. You will act as a trusted advisor across inbound and outbound channels, delivering standout service and leveraging a consultative sales approach.

Join a high-performing team with hybrid work in Canada, where you will grow skills in Salesforce, stay current on product knowledge, and contribute to guest-centred experiences while meeting quarterly targets.

Qualifications

• 1–2 years in customer service, sales or similar role.
• French language skills are an asset.
• Proficiency with CRM systems, especially Salesforce, is preferred.
• Hybrid, performance-driven environment with occasional remote work.
• Willingness to work flexible shifts including weekends during peak periods.

Responsabilités

• Convert qualified leads into bookings through phone, email, and web channels.
• Own your sales pipeline in Salesforce—log activity and follow-ups.
• Drive revenue by capturing upsell opportunities and supporting outbound sales.
• Maintain disciplined follow-up, discovery, and outbound re-engagement.
• Deliver exceptional service and hit KPIs for conversion and guest satisfaction.

Connaissances

Goal-Oriented

Customer-Centric

Consultative Selling

Attention to Detail

CRM & Technology Fluency

Relationship Builder

Strong Communicator

Team Player

Experience in Customer Service

French Language Skill

Salesforce Knowledge

Formation

High School Diploma or GED

Travel and Tourism Diploma (asset)

Outils

Salesforce

Description du poste

ABOUT US

At TTC, we areEnriching lives by connecting people and places.For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

• Value Every Voice- We put people first.
• Act with Integrity- We do what’s right.
• Explore Beyond Boundaries- We’re driven by curiosity.
• Own the Outcome- We take responsibility for our decisions.
• Succeed Together- We’ve got each other’s backs.

THE OPPORTUNITY

As a Contact Centre Agent – Contiki, you are a critical link between curiosity and conversion and one of our guests’ most important points of contact with the brand.

You’ll serve as a trusted advisor, guiding prospective guests through the vacation planning journey with confidence, enthusiasm and expertise while creating an exceptional guest experience.

You’ll manage inbound contacts and leads across phone, email, electronic leads and web chat, actively engage warm prospects, and support outbound sales initiatives when required. Using a consultative, relationship-based sales approach, you’ll identify each guest’s needs, recommend the right travel experience, and turn interest into bookings.

If you’re energized by closing sales, delivering standout guest experiences, and growing in a fast-paced, customer-first environment, we invite you to join our high-performing sales team. Here, sales enablement meets purpose — and your success fuels our guests’ unforgettable journeys.

KEY RESPONSIBILITIES

• Convert qualified leads into bookingsby engaging with guests through phone, email, electronic leads and web chat using a strategic consultative sales approach.
• Own your sales pipelinein Salesforce—log all activity, track follow-ups, and manage your portfolio of opportunities to closure.
• Drive revenueby capturing sales opportunities, maximizing appropriate upsell opportunities, and supporting outbound and remote sales initiatives when required.
• Maximize performancethrough disciplined lead follow-up, thoughtful discovery, and consistent outbound re-engagement
• Deliver exceptional servicewhile achieving KPIs tied to conversion, retention, call quality, and guest satisfaction.

• Maintain accurate customer recordsby ensuring client names, addresses, contact information and other relevant details are kept up to date within company systems.
• Stay current on product offerings, brand promotions, company policies, procedures and travel trends to maintain expertise and credibility.
• Contribute to team success by actively participating in ongoing training and development, sharing best practices, and supporting team and business needs during peak periods.
• Build loyalty and repeat business through personalized service, professional care and long-term relationship building.
• Support broader business needs on a seasonal or rotational basis as required.

Requirements

What You Bring

• Goal-Oriented – You thrive in a target-driven environment, take accountability for your individual sales and service metrics, and love achieving — and exceeding — goals.
• Customer-Centric – You anticipate and recognize customer needs and are committed to creating positive, seamless guest experiences.
• Consultative Selling – You ask smart questions, listen actively, identify customer needs, and confidently guide customers toward the right-fit travel experience.
• Attention to Detail – You understand that accuracy and thoroughness are essential to delivering quality customer experiences.
• CRM & Technology Fluency – You’re comfortable navigating CRM and computer systems to manage leads, maintain accurate customer information, track activity and drive conversions. Experience with Salesforce is an asset.
• Relationship Builder – You’re authentic, engaging and skilled at building trusting relationships that drive loyalty and repeat business.
• Strong Communicator – You have excellent written and verbal communication skills and are comfortable engaging with customers over the phone, email and digital channels.
• Team Player – You share wins, collaborate generously, embrace ongoing learning and contribute to a positive sales culture.
• Experience – You bring 1–2 years of experience in a customer service, sales or similarly customer-focused environment.
• Education – A High School Diploma or GED is required. Completion of a Travel and Tourism Diploma is an asset but not essential.
• Language Skills – Fluency in French is considered an asset.
• Hybrid Work Environment – – You’re comfortable working in a structured, performance-driven hybrid environment. This role requires one day per week in the office, with the remaining scheduled days worked remotely, subject to business needs.
• Schedule Flexibility – You’re adaptable and able to support a 7-day contact centre operation through rotating shifts, including mornings, evenings, weekends and occasional public holidays based on business needs.
• Peak Season Commitment – You’re willing to step in during high-volume periods and support overtime needs when demand increases.
• Industry Commitment – You’re open to becoming TICO Certified (Travel Industry Council of Ontario) within your first 60 days of employment, with TTC covering the cost of your initial certification attempt.
• Ability to start full-time if hired, on November 2, 2026.

What We Offer You

• Competitive Compensation - $19.35 CAD/hour plus performance-based incentives.
• Earn More with Uncapped Incentives:Along with a base rate of$19.35/hour, this role offersuncapped performance-based incentive opportunities. High performers typically averageabout $10,000 in additional annual incentive earnings, with top performers earning even more.
• Growth Opportunities- Access to a learning budget, professional training programs, and career advancement pathways.
• Purpose-Driven Perks- Paid volunteer days and participation in sustainability-focused initiatives.

If you require accommodation due to a disability, pleasenotify usin advance so that we can makeappropriate arrangementsto support your needs.

The Travel Corporation may use automated tools, including AI, to support parts of the recruitment process, such as screening or assessing applications.