Customer Service Representative

Approach Tours; Montreal (administrative region); On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary and bonus plans

Skill development & career growth

Free coffee and snacks

Employee Recognition Day

5 à 7s

Job summary

Approach Tours in Montreal seeks a customer service professional to front-line our post-booking interactions across phone, email, and chat. You will own end-to-end inquiries, support CRM, and help turn travellers into loyal fans. Fluency in English is required; French is a plus.

Join a dynamic team delivering memorable travel experiences and contributing to a hospitality-driven culture with strong client focus and proactive problem solving.

Qualifications

• Minimum 3 years of customer service experience.
• Fluent proficiency in English (French is an asset).
• Strong attention to detail in written materials and communications.

Responsibilities

• Oversee end-to-end customer service from initial contact to resolution.
• Respond to inquiries via email, website forms, chat messages and phone calls.
• Maintain CRM data accuracy and consistency.
• Assist booked customers with travel information and follow-up communications.

Skills

Customer service

English proficiency

Self-motivation

Job description

We are a dynamic team of entrepreneurs and passionate travellers, working towards building the leading group travel company of choice for North Americans. Our mission is to take the pain out of travel while delivering innovative world-class travel experiences for our customers. Our collections include a rich variety of cultural tours to Europe, South America, Africa and Southeast Asia. Our secret-sauce? Select destinations, engaging experiences and fully guided tours combine to create a worry-free experience from the time our travellers are picked up at home until they are dropped off at the end of their tour. We want to help travellers indulge in the travel experience of their dreams and build memories to last a lifetime.

Travel is booming and we're looking to grow our team to help keep up with demand! This is where you come in – we need your help reaching travellers and turning them into our happy customers and fanatical promoters! Intrigued by our customer-centric mission? Read on.

The Role Philosophy

Reporting directly to our Head of Traveller Support, you will be responsible for pushing forward Approach Tours’ customer service efforts and will play a critical role in creating positive interactions across all our communication channels (phone, e‑mail, and chat). As part of a close-knit team, you will be the first point of contact for all our post‑booking customers and will collaborate towards executing all day‑to‑day customer‑facing activities required to achieve our deliverables and delight our booked customers. We believe that being successful in customer service begins with being a customer champion. In this role, you will be responsible for:

Championing Customer Interactions

As part of a close‑knit team, you will be one of the faces of Approach Tours and a point‑person for customer service interactions. You will:

• Oversee the entire customer service process from initial reach‑out through to providing a resolution, including pursuing any follow‑up activities
• Follow‑up with active inquiries to provide a complete experience to any customer who contacts us
• Respond in a timely manner to customer inquiries (emails, website forms, chat messages and phone calls), engage with booked customers to build loyalty from day one
• Participate in the maintenance of the CRM database to ensure accurate, clean and consistent data capture

Championing Customer Happiness

• Establish a special connection with currently booked customers, identify and understand their travel needs
• Provide a superior level of customer service through accurate and timely information on destinations, flights, fares, special offers and other travel products
• Finalize payments for customers, send out tour information through individual or batch mailings
• Proactively review and anticipate future customer desires through the promotion of our strong value proposition, tour experience and supporting products
• Be positive and open to continually enhance the team experience in every way
• Assist other team members as necessary in delivering their portion of the customer experience

What We’re Looking For

• Minimum 3 years of customer service experience
• Fluent proficiency in English - French is an asset
• Ambition for yourself and for our company – believing goals are to be exceeded and celebrated
• Relentless optimism and sees each customer interaction as an opportunity to wow our travellers
• Enjoy the challenge of identifying a travel desire and matching it to a unique experience
• Uncompromising ethics and integrity
• High level of attention to detail, especially in written materials and communications
• Autonomous, self‑aware and self‑starting
• Proactive, takes ownership of projects and enjoys being accountable for results
• Excited about bringing brands to life, and able to adopt a specific brand voice
• “Refuse to lose” attitude and mindset

What We Offer

• Competitive salary and bonus plans
• Join some of our tours and experience the Approach difference abroad
• Opportunities for skill development, as well as professional and career growth plans
• Free coffee and tea, as well as surprise free meals and snacks
• Employee Recognition Day, 5 à 7s, and other awesome team activities