Bilingual Customer Support Associate, Travel - Montréal, Canada - Serefin Experiences

Description

Bilingual Customer Support Associate, Travel

Who are we?
Serefin Experiences is a young and energetic company delivering exceptional client service.

In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people.

Our environment is reflective of our commitment to fostering our corporate values of


Collaboration - We work as one team to delight our customers and build strong relationships, that last.


Integrity - We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus.


Leadership - We are empowered to take the initiative - to proactively deliver on our partners unique needs and help drive our company's growth.


Ownership - We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments.


Creativity - We provide innovative, flexible solutions that lead us, and our partners, into the future.


Community - We value each other and work together to have a positive impact on the world around us.


Fun - We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace.


What is the opportunity?

What will you do?

• Handle incoming omnichannel client interactions by listening and connecting with the client, building a rapport and understanding their travel needs and advising on destination(s) being considered helping the client choose what meets their needs and budget
• Provide all relevant information on travel documents needed, explain travel restrictions, rules or guidelines and recommend travel and safety tips based on the destination in a timely, professional, clear and articulate manner
• Organize and book tickets, accommodations, insurance, ground transportation services, rental cars, tours, etc. as required ensuring worryfree arrangements on behalf of the client
• Advise on and facilitate leisure travel bookings, group travel and/or multidestination trips
• Securely handle client data according to privacy guidelines and government and company policies
• Collaborate with, and learn from, our experienced travel team of managers, supervisors, team leads and other travel associates to deliver an exceptional service experience to clients and enhance your travel and program knowledge
• Follow policies and standard travel procedures to best serve travelers
• Cross sell products and/or services during interactions where applicable
• Be responsible for personal quality assurance scores, KPI requirements, own schedule adherence
• Other duties as may be assigned

What will you need to succeed?

• Minimum 3 years experience in the travel industry
• 1+ years proven customer service experience in any industry
• Strong working knowledge of a Global Distribution System (GDS) such as Sabre, Amadeus or Galileo
• Proficiency with Microsoft Office / Word / Excel / Outlook
• TICO Certificate required; if based in Quebec, OPC certification also required
• Completion of an accredited Travel and Tourism program an asset
• Proficiently bilingual, spoken and written
• English/French an asset
• Pleasant, respectful and professional demeanour with the ability to work well under pressure
• Superior interpersonal, communication and active listening skills with the ability to foster strong working relationships across a wide range of clientele, colleagues and business partners
• Selfmotivating, focused and detailoriented
• Exceptional knowledge in every facet of the travel sector and superior selling skills
• Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
• Varied rotating shifts, Monday to Friday 8am to 10pm EST and Saturday 8am to 8pm ESTcomprising 40 hours per week, fulltime, permanent

What is your day going to look like?

• Maintain schedule adherence including start time, breaks and mealtime
• Review latest information on any travel announcements or program, policy or guideline updates
• Ensure adherence to internal call quality standards/QA scores and KPI requirements
• During any slow periods continue learning and researching aspects of new/popular destinations and the travel sector enhancing your resource and knowledge base for ongoing referral to clients

Job Types:
Full-time, Permanent


Salary:
$21.00-$22.00 per hour


Benefits:

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Travel Industry: 3 years (preferred)


Licence/Certification:

• OPC certification also required (required)

Work Loca