Customer Retention Specialist

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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 group that creates and operates a portfolio of guided-tour, sightseeing, adventure, and tailor-made travel brands and destination management companies. The company emphasizes immersive, sustainable travel experiences (branded “MAKE TRAVEL MATTER®”), operates destination management companies (DMCs), runs the TreadRight Foundation, and has public sustainability commitments including SBTi-validated net-zero targets. The site copy highlights group travel, specialty travel styles, loyalty programs, and a long heritage (“Driven by Service since 1920”).

📋 Description

• Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures • Work collaboratively to deliver alternatives while upholding brand integrity, cost-control strategies and sales focused resolutions • Lead deescalation during emotionally heightened conversations • Perform revenue retention tasks for denied product requests, duplicate bookings, and waitlist movements • Cross-sell and upsell across TTC Touring Brands • Provide tailored rebooking solutions • Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures • Review, calculate, and report company costs related to saved and lost bookings • Maintain strong customer and trade partner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 and retain guests • Maintain high accuracy when analyzing and reporting financial impacts • Conduct proactive audits to ensure all personal agent retention data is clean, correct, and ready

🎯 Requirements

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

🏖️ Benefits

• flexibility with shift work is required, including evenings, weekends, and public holidays • inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA)