How You Will Be Spending Your Time
Customer Support & Relationship Management
- 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.
Sales & Customer Engagement
- 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.
Social Media Engagement
- Monitor and manage the company’s social media channels, including responding to comments, direct messages, reviews, and customer inquiries in a professional, timely, and brand-aligned manner.
- Engage with customers across multiple platforms to provide support, answer questions, and enhance the overall customer experience.
- Identify customer concerns, trends, and potential sales opportunities through social media interactions and escalate issues when required.
- Collaborate with internal teams to ensure accurate and consistent messaging across all customer touchpoints.
- Maintain a positive online presence by fostering meaningful customer engagement and always representing the company professionally.
Problem Solving & Issue Resolution
- 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.
Documentation & Reporting
- Accurately document all customer interactions in accordance with company procedures.
- Maintain detailed records to support service excellence and operational efficiency.
The Skills, Experience and Attributes Required to be Successful
- TICO certification required.
- Minimum 2 years of travel sales and customer service experience, with proven ability to deliver exceptional customer service while achieving sales objectives.
- Experience using GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms.
- Strong knowledge of leisure travel products and destinations.
- Previous experience supporting social media platforms in a customer service, sales, or community management capacity is strongly preferred.
- Strong understanding of social media platforms, including Facebook, Instagram, X, TikTok, and emerging channels.
- Excellent verbal and written communication skills, with the ability to adapt tone and messaging to different audiences.
- Ability to manage multiple customer conversations simultaneously while maintaining accuracy, professionalism, and attention to detail.
- Strong technical aptitude and comfort working with live chat, social media, and customer support platforms.
- Exceptional organizational, time-management, and multitasking skills.
- Demonstrated problem-solving, prioritization, decision-making, and conflict-resolution abilities.
- Strong attention to detail, data accuracy, and administrative skills.
- Ability to remain calm, professional, adaptable, and responsive in a fast-paced, customer-focused environment.
Working conditions
- Remote
- 37.5 hours per week
Crew Advantages
- Competitive salary
- 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
Who We Are
HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike.
Are You Ready to be part of the team?
If you’re interested in this opportunity, please submit your cover letter and resume to [email protected].
We thank all applicants for their interest; only those selected for further consideration will be contacted.
We may use artificial intelligence (Al) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.
