IT Department — Developer

About the role

Reporting to the Reservations Manager, this position is responsible for providing exceptional customer service to all inbound phone calls and website-generated leads by actively listening and quickly identifying customers' needs. Since much of the work is done over the phone, agents need to have a pleasant phone voice and a professional but friendly attitude. Agents must be aware of all company policies, rates, events, and promotions.

Responsibilities

• Act as a representative of the Company and upsell and promote all extra services that TLC offers from time to time (e.g., lift tickets, travel insurance, shuttles, etc.).
• Respond to calls and emails while maintaining standards provided and with an appropriate level of efficiency and sales technique.
• Effectively listen to clients and understand their needs.
• Provide appropriate reservations and/or booking solutions with a friendly and personalized approach.
• Process payments where required.
• Properly log information on calls received and maintain detailed and accurate internal records.
• Transform telephone and email inquiries about accommodations into bookings and future business where available.
• Process reservations and accurately enter them into the reservation system provided.
• Resolve issues for customers even if they are not their clients.
• Counsel clients on terms and conditions of travel (e.g., cancellation policies).
• Perform other related duties assigned by the Management team.

Requirements

• Must have strong interpersonal, communication, and listening skills.
• Must have a passion for sales. Experience in sales is a definite asset.
• Must be able to learn and adapt quickly in a fast-paced environment.
• Able to multi-task with exceptional attention to detail.
• Must have excellent time management skills.
• Previous experience in customer service is required, preferably in hotel reservations or front desk environment.
• Must have an excellent command of the English language.
• A second language is an asset.
• Above-average computer skills are required.
• Be flexible with work schedule and shifts, which will include weekends, holidays, and varying work hours.
• Well-organized and have strong decision-making abilities.
• Patience and empathy: reservation agents might have to deal with confused or irate customers.

Qualifications

• Must have a high school diploma or equivalent.
• Some college or university training is an asset.
• Courses in computers, languages, and communications are an asset.
• Certified Travel Associate (CTA) or Certified Travel Counselor (CTC) designation is a definite asset.

Schedule

Flexible work schedule and shifts, including weekends, holidays, and varying work hours.