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Digital Travel Consultant
Location
Canada
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Digital Travel Consultant
Cloud5 Communications
• Manage multiple customer interactions across chat and phone channels, adapting to business needs and service demand. • Deliver personalized service through both written (chat/email) and verbal (phone) communication while maintaining a consistent, premium customer experience. • Research and recommend curated travel, dining, entertainment, and lifestyle experiences using a variety of online resources and search tools. • Coordinate and secure reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, special events, and other lifestyle experiences. • Utilize program expertise to identify and provide exclusive benefits, upgrades, and tailored recommendations that enhance each customer’s experience. • Communicate professionally with customers, vendors, partners, and service providers via chat, phone, and email to fulfill requests and resolve issues. • Maintain current knowledge of popular destinations, restaurants, events, travel trends, and lifestyle offerings to provide informed recommendations. • Effectively manage and de-escalate customer concerns across both channels, particularly during unexpected travel disruptions or time-sensitive situations. • Consistently meet established service-level expectations, including response times, call handling expectations, follow-up commitments, and white-glove service standards. • Address customer objections with empathy and professionalism while presenting alternative solutions aligned to their needs and preferences. • Adhere to established compliance procedures and reservation protocols to ensure accuracy, quality, and risk mitigation. • Utilize a variety of communication and service technologies, including chat platforms, soft-phone systems, email, web browsers, and other digital tools. • Stay informed on program enhancements, promotions, policies, procedures, and service updates to ensure accurate customer guidance. • Complete all required training programs and professional development activities to maintain role proficiency and service excellence.
Job Requirements
- Proven ability to deliver premium customer service through both written and verbal communication.
- Strong written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally in English.
- Ability to interpret customer tone and needs and provide personalized, empathetic support.
- Interest in travel, lifestyle services, dining, and global destinations.
- Strong computer proficiency with the ability to navigate multiple systems and tools simultaneously.
- Excellent problem-solving, time management, prioritization, and multitasking skills in a fast-paced environment.
- Resilient, adaptable, and composed when managing complex situations and changing priorities.
- Strong interpersonal and consultative skills, with the ability to make confident recommendations and build customer rapport.
- High level of integrity and discretion when handling sensitive customer information.
- Experience in travel, hospitality, luxury customer service, concierge services, or sales is preferred.
- Experience with dining reservation platforms and/or Global Distribution Systems (GDS) is an asset.
- Flexibility to work a variety of shifts, including evenings, overnights, weekends, and holidays, with the ability to support both voice and digital channels as required.
- High School diploma or equivalent.
- Must consent to and pass a background check.
- Must be legally entitled to work in Canada (Canadian citizen or permanent resident).
Benefits
- Flexible work arrangements
- Professional development opportunities
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