Customer Service Representative

Flex Travels Solutions Inc.; Montreal (administrative region); Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work flexibility

Job summary

Flex Travel Solutions in Montreal, QC seeks a Customer Service Representative to be the first point of contact for travel agency clients, handling inquiries, onboarding new agencies, and day-to-day support with the operations team in a hybrid setup.

Ideal candidates have 1–3 years in customer service, strong English and French communication, and experience with Zendesk; travel tech experience is a plus. The role offers hybrid work and growth opportunities.

Qualifications

• 1–3 years of experience in customer service or client support.
• Strong written and verbal communication in English and French.
• Experience with Zendesk or similar customer support tools is an asset.

Responsibilities

• Manage incoming calls and customer inquiries professionally.
• Assist customers in resolving queries via Zendesk.
• Identify needs to ensure satisfaction and onboarding of new agencies.
• Onboard new travel agencies and follow up on registrations.
• Monitor queue and support operations team to resolve requests.

Skills

Customer service

English & French

Communication

Tools

Zendesk

Job description

# Customer Service RepresentativeMontreal, QC (Hybrid)Full-timeAt Flex Travel Solutions, we foster an environment of passion, innovation and collaboration. We believe in a dynamic work culture that empowers employees to grow and expand their knowledge. If our ethos resonates with you, we''d love for you to join us!As a technology first company, we''re currently looking for a Customer Service Representative to join our team.The Role: As a Customer Service Representative at FTS, you will report to the Head of Operations with the responsibility of delivering an exceptional experience to our travel agency clients. You will be the first point of contact for incoming inquiries, playing a key role in client satisfaction, onboarding, and day-to-day support while working closely with the operations team to ensure all requests are resolved efficiently.Responsibilities:* Manage incoming calls and customer service inquiries in a timely and professional manner.* Assist customers in resolving their queries through Zendesk.* Identify and assess customers'' needs to ensure satisfaction and a positive experience.* Generate sales leads that develop into new customers based on agency inquiries.* Onboard new travel agencies and follow up on registrations when adding new clients.* Monitor the queue and assist the operations analyst as needed to ensure all requests are resolved.* Track personal KPIs to ensure all inquiries are resolved within the same business day.* Collaborate with internal teams to escalate and resolve complex client issues.* Maintain accurate and up-to-date records of client interactions and follow-ups.Experience/Skills Required:* 1-3 years of experience in a customer service or client support role.* Strong communication skills, both verbal and written, in English and French.* Experience with Zendesk or similar customer support tools is an asset.* Comfortable working in a fast-paced, high-volume environment.* Strong organizational skills with the ability to manage multiple priorities.* Detail-oriented with a proactive approach to problem-solving.* Experience in travel technology or the travel industry is a strong asset.* Ability to work collaboratively with cross-functional teams.* Proficiency in Microsoft Office and/or Google Workspace.What you can expect from us:* Hybrid work flexibility (minimum 3 days in office, based in Montreal, Quebec)* Guidance from senior team members* Collaboration with a supportive and committed team* Prospects for personal and professional developmentWhy join our team? As a fast-growing travel tech company, diversity drives our identity. We believe that the value we deliver to clients comes from the quality of our team, which is why we are committed to building a culture of growth, diversity, ownership, and excellence. It''s also why we invest in our team through direct mentorship, honest and open dialog and feedback, and trust.Because creativity, passion, integrity and wellness are the company''s core values, we are looking for people who are enthusiastic, innovative, open-minded, team players and eager to learn. Flex Travel Solutions is an advocate for workforce diversity and as such, encourages the participation of women in management roles.