Customer Retention Specialist

🔥 2 hours ago

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The Travel Corporation

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1920

✈️ Travel

🏨 Hospitality

👥 B2C

Travel • Hospitality • B2C

The Travel Corporation is a global travel and hospitality company that creates and delivers guided luxury, sightseeing, adventure, group and tailor-made travel experiences through a portfolio of award-winning travel and hospitality brands. TTC operates destination management companies (DMCs), loyalty programs and a technology arm (TTC Tech), and emphasizes sustainable travel through initiatives like the TreadRight Foundation and its Make Travel Matter® experiences; its net-zero targets were validated by the Science Based Targets initiative. The company highlights immersive experiences, specialist and group travel offerings, and careers across its brands.

📋 Description

• Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures • Work collaboratively to deliver alternatives while upholding brand integrity • Lead de-escalation during emotionally heightened conversations • Perform revenue retention tasks for denied product requests • Ensure all booking retention activities comply with company policies • Cross-sell and upsell across TTC Touring Brands to save affected bookings • Provide tailored rebooking solutions • Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures • Maintain strong customer and trade partner relationships • Function as the main point of contact for Travel agents and customers • Provide clear, empathetic, and sales-focused solutions • Address customer concerns swiftly and effectively • Support trade partners by equipping them with tools, information, and resources needed to close bookings • Excel skills to manage retention reports, cost analysis, and cancellation tracking

🎯 Requirements

• Experience in customer retention, inbound/outbound sales, customer service, or complaints handling (preferred) • Strong background in de-escalation and managing high sensitivity customer issues • Sales experience (preferred) • TTC or travel contact center experience is highly regarded.

🏖️ Benefits

• Flexibility with shift work, including evenings, weekends, and public holidays • Work from home options