Fresh Tracks Canada

Customer Support

• Building relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average)
• Problem-solving skills when difficult and unpredictable situations arise
• Book all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partners
• Answering incoming emails and calls from guests about their trip both pre, during and post travel
• Engaging in sometimes challenging phone/email conversations with guests
• Suggesting and arranging add-ons, upgrades, or modifications to their current itineraries
• Providing concierge services for our guests (ie: restaurant recommendations & reservations)
• Upholding the contractually required Terms & Conditions of our services
• Populating all accurate joining instructions for each supplier to support the generation of guest’s pre-departure itinerary
• Reviewing guests pre-departure itineraries - making sure all arrangements are accurate for a seamless experience while on the road
• Work closely with the Vacation Coordinator team on the transition of trip files from Sales Agents to Customer Experience
• In the event of an EOC (an emergency that impacts our guests on the road such as wildfires), work closely with the LH team to support our on the road guests as required
• Overtime may be required from time to time during peak periods and EOC events
• Availability for an 8-hour shift taking place Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays.
• Other administration duties as required.

Customer Experience Specialist