Agent, Live Chat, Omni Channels

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TravelBrands

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🤝 B2B

👥 B2C

B2B • B2C

TravelBrands is a Toronto-based division of H. I. S. -Red Label Vacations Inc. and one of Canada’s leading travel groups, operating both wholesale and retail brands through a multi-channel distribution network. The company serves travel agents and consumers, offering flights, hotels, packages, car rentals, tours, cruises, attractions and a reservations platform (TravelGenie) that supports custom package building. TravelBrands works closely with global partners and the travel agent community to deliver travel solutions for nearly two million travelers annually and runs consumer-facing brands as well as agent-focused services.

📋 Description

• Provide first-level customer support through Live Chat, email, and phone interactions • Respond to customer inquiries professionally, accurately, and with a sense of urgency • Build and maintain positive relationships with existing and prospective customers • Assist customers with travel-related questions, concerns, and booking inquiries • Proactively engage customers by asking the right questions to understand their needs • Recommend travel products, services, and solutions tailored to each customer • Identify opportunities to upsell and cross-sell products and services • Generate qualified leads and support the Reservations and Booking teams • Research customer concerns and identify effective solutions using available resources • Recognize recurring customer issues and provide feedback to improve processes and customer experience • Identify website or system issues and escalate them promptly to IT and relevant stakeholders • Accurately document all customer interactions in accordance with company procedures • Maintain detailed records to support service excellence and operational efficiency

🎯 Requirements

• TICO certification (required) • Minimum 2 years of travel sales and customer service experience • Experience using GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms • Strong knowledge of leisure travel products and destinations • Excellent verbal and written communication skills • Proven ability to provide outstanding customer service while achieving sales objectives • Ability to multitask effectively, managing multiple customer conversations while navigating systems and resolving issues • Strong technical aptitude and comfort working with live chat platforms and customer support tools • Excellent organizational and time-management skills • Exceptional problem-solving, prioritization, and decision-making abilities • Strong attention to detail, accuracy, and data entry skills • Ability to remain calm, professional, and adaptable in a fast-paced environment

🏖️ Benefits

• 2 weeks of vacation • Medical and dental benefits • 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day • Employer RRSP contribution program • Awesome travel benefits for you, your friends, and your family • Employee Assistance Program (EAP) for you and your family members