POSITION SUMMARY
Our Global team is dedicated to empowering frontline agents with real-time support, tools, and guidance to help them deliver exceptional service to our customers. Through collaboration, empathy, ownership of key support processes, and a continuous improvement sales mindset, the team works cross-functionally to create seamless, effective, positive experiences for both our people and our guests.
As a Customer Retention Specialist at The Travel Corporation, you will play a key role in executing retention strategies that preserve revenue, strengthen guest loyalty, and enhance long-term satisfaction. You will act as a subject matter expert during high-impact disruptions, such as cancellations, withdrawn or consolidated tours. Waitlisted and/or denied bookings. Ensuring all guests receive clear options, empathetic support, and exceptional service.
This role requires a calm, solutions-focused sales professional who can de-escalate sensitive situations while retaining bookings. Working closely with the Customer Retention Manager, you will drive revenue by promoting cross-brand opportunities, guiding customers and trade partners through complex changes, and delivering a seamless support experience. This role requires sales mindset, empathetic communication, problem-solving, data management, and Excel skills are essential in this fast-paced environment.
You will also provide advanced customer support, insights related to products, systems, policy, and retention processes, including but not limited to, TTC River and Touring Brands (Contiki, Costsaver, Trafalgar, Insight Vacations, Trafalgar River, Grand European Travel, and Luxury Gold).
KEY RESPONSIBILITIES
Resolving Impacted Bookings
- Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures.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, helping customers feel heard, supported, and reassured.
- Perform revenue retention tasks for denied product requests, duplicate bookings, and waitlist movements, preventing unnecessary revenue loss.
- Ensure all booking retention activities comply with company policies by accurately documenting revenue-impacting changes and following approval procedures
Revenue Retention & Cross Brand Solutions
- Cross-sell and upsell across TTC Touring Brands to save affected bookings and retain customer loyalty.
- Provide tailored rebooking solutions, offering alternative departures, itineraries, brands, or seasonal options.
- Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures to secure payment and save the sale.
- Review, calculate, and report company costs related to saved and lost bookings, ensuring financial transparency.
- Maintain strong customer and trade partner relationships to understand preferences and optimize retention opportunities.
- Increase customer lifetime value through proactive retention strategies and consultative sales techniques
- Leverage relationship-building skills to retain clients and consistently meet or exceed sales targets
- Demonstrates strong performance by achieving individual and team KPIs aligned with retention, customer satisfaction, and revenue goals including ancillary sales
Customer Experience, Communication & Issue Resolution
- Function as the main point of contact for Travel agents and customers
- Provide clear, empathetic, and sales-focused solutions. Aligned with brand messaging and communication while aligning with TICO regulations and brand policies.
- Address customer concerns swiftly and effectively, ensuring high satisfaction and emotional reassurance.
- Utilize exceptional de-escalation skills to manage upset or distressed customers with professionalism and compassion.
- Support trade partners by equipping them with tools, information, and resources needed to close bookings and retain guests.
Data Driven and Detailed oriented
- Excel skills to manage retention reports, cost analysis, and cancellation tracking.
- Maintain high accuracy when analyzing and reporting financial impacts including saved bookings, lost bookings, and associated costs to the business.
- Conduct proactive audits to ensure all personal agent retention data is clean, correct, and ready.
- Support data requests from internal teams, offering clear insight into customer retention trends.
- Demonstrates a strong willingness to learn new skills, brands, regions, systems, and technologies as the company evolves, with the ability to become an expert in Tropics, Longitude, and any future platforms introduced.
- Perform revenue retention tasks to prevent unnecessary revenue loss.
ROLE SUCCESS CRITERIA
- Communicates clearly and empathetically, using strong de escalation skills to manage sensitive or high pressure customer situations.
- Prioritizes and manages multiple retention cases efficiently while maintaining accuracy and high service standards.
- Demonstrates flexibility and resilience during operational changes, high volumes, or escalated customer scenarios.
- Builds positive, trust based relationships with customers and travel agents to support successful retention and rebooking outcomes.
- Adheres to company policies and procedures when retaining bookings, ensuring all revenue impacting changes are accurately documented and compliant.
- Contributes to team results by collaborating effectively and consistently meeting personal and team KPIs tied to revenue, retention, compliance, and customer satisfaction.
- Apply strong negotiation, problem solving, and resolution skills to secure revenue and drive successful retention sales and revenue generating results.
- Maintains a high level of professionalism, confidentiality, and attention to detail, particularly in documentation, data accuracy, and customer communication.
KEY INDIVIDUAL TRAITS
Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
Resilience: Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals.
Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.
Sales Driven: Consistently seeks to drive revenue growth by retaining bookings, identifying upsell opportunities, and delivering value-driven recommendations.
YOUR EXPERIENCE AND EXPERTISE
- 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.
TRAVEL & OTHER REQUIREMENTS
- Work Location: Fully remote
- As part of a global support team flexibility with shift work is required, including evenings, weekends, and public holidays
- Extended working hours possible based on business needs
- Other Duties as required
The Travel Corporation is committed to providing an inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of the hiring process, please let us know and we will work with you to meet your needs.
We may use technology, including artificial intelligence (AI), to support aspects of our recruitment process. All decisions are reviewed by our hiring team to ensure fairness and consistency.
