Call Centre Agent (Canada Virtual) (Flex) Work from Home

We are seeking motivated customer focused individuals interested in exploring an amazing career in travel…no travel experience or Travel Diploma necessary as WE WILL TRAIN YOU!

Key Responsibilities:

• Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards)
• Resolve customer inquiries at the first point of contact
• Addressing and clearing out voicemail by returning calls
• Voice, Email & Chat support
• Ability to support multiple accounts, each with their own dedicated tools and technology
• Usage of telephony system & soft phone application involving precise logging
• Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise
• Customer Service escalation handling and first call resolution.
• Technical and online navigational support and trouble shooting

Key Qualifications:

• Typing proficiency: 45 WMP
• Aptitude for and quickly adaptable to current technology and applications
• Flexibility: Shift work in a virtual call center environment, open 7 days a week until midnight EST.
• Weekly hours of work may fluctuate between 30 – 40 hours
• High Level of Customer Service consisting of:
  • Empathy
  • Effective listening and attentiveness
  • Persuasive speaking skills
  • Adaptability
  • Taking responsibility in managing various situations
  • Patience
  • Responsive, critical thinking, solution oriented
  • Decision making skills
• Collaborative, team oriented, respectful and professional with clients, colleagues and leadership
• Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures
• High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
• Proficiency in spoken and written English
  • Additional language skills; French and or Spanish an asset.
• High School Diploma or the GED Equivalent
• Travel Diploma an asset