Guest Services Specialist in Toronto, Ontario at Lontours Canada Limited

Remote: must be located in the USA or Canada

ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 80 countries. With 97+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

THE DEPARTMENT

Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Diamonds, Digital Support, Trade Groups, Training, Sales, Service, and Guest Services.

THE ROLE

The Guest Services department creates happy guests by assisting guests who may be having difficulties or need assistance while they are on tour as well as address any concerns post tour. The goal is client retention and customer satisfaction.

The preferred candidate has noteworthy experience in the following areas:

• A minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or in a customer service position
• Excellent written and verbal communication skills
• Problem solving, De-escalation and Customer Retention skills
• Technical and functional skills using a variety of computer applications
  • In-house this includes the Enterprise Reservation System, Outlook, Internet, Microsoft Office (Teams, Excel, Word, Outlook)
• Ability to type at least 35 wpm
• Product knowledge of Globus family of brands products, services, policies, and features preferred.
• Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.

THE POSITION

The Guest Services Specialist is responsible for the following results:

• Resolving service issues for customers on tour to bring early resolution to customer issues and reduce post-tour complaints
• Influencing product loyalty by listening to and acknowledging the needs and concerns of the customer, building trust and reducing fears, and efficiently and effectively resolving issues
• Maintaining customer and travel agent satisfaction by clarifying the complaint, researching and determining cause of the problem, selecting and explaining the best solution, expediting correction or adjustment and bringing closure to the issue
• Identifying trends and quality issues by collecting and analyzing information and forwarding to management
• Balancing customer retention goals with company budget guidelines by tracking problem resolution costs
• Preparing written correspondence using the appropriate protocols and formats
• Handling inbound and outbound /service calls as needed using GVI’s customer service and sales call model
• Working in a care and concern capacity during incidents
• Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of the customer and travel agents
• Contributing to a team effort by accomplishing related results or projects as needed

The preferred candidate will hold an associate’s degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience in customer service, sales, or travel industry; or equivalent combination of education and experience.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering phone calls; Issue formal replies via email entering data into the computer; retrieving data from the computer analyzing data from reports.

Lontours Canada Limited welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.