Fresh Tracks Canada

Customer Experience Specialist

Fresh Tracks Canada

full-time

Posted on:

Location Type: Hybrid

Location: Vancouver • Canada

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 CA$55,000 per year

About the role

  • 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.

Requirements

  • Strong, professional communication skills, both verbal and written.
  • High attention to detail.
  • Superior time management skills and the ability to prioritize tasks.
  • Excellent telephone & written communication skills with an emphasis in customer service care with our travel partners.
  • Ability to troubleshoot.
  • Open to receiving and incorporating constructive feedback and coaching in an environment of continuous improvement.
  • Passion for collaborating and understanding different perspectives.
  • Ability to listen and learn from the experiences of others.
  • Being an ambassador to innovation and change.
  • Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada.
Benefits
  • 3 weeks vacation (4 weeks after your first year)
  • Extended health benefits package
  • Applauz Recognition
  • Comprehensive employee assistance program
  • Great working hours
  • Friendly and fun team environment with company celebrations and social events
  • Access to Canadian travel industry discounts!
  • DE&I initiatives and events
  • Community (volunteer) Hours
  • Social Clubs including Book Club & Fitness Club
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
problem-solvingprofessional communicationattention to detailtime managementcustomer servicetroubleshootingcollaborationactive listeningadaptabilityinnovation