Contact Centre Service Agent (NS - Remote)

Résumé du poste

The Contact Centre Service Agent will provide high-quality support to guests while identifying opportunities for upselling additional products. They are responsible for managing guest interactions in the CRM, resolving inquiries, and building long-term relationships with partners and repeat guests.

Détails du poste

ABOUT US At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in. OUR VALUES Everything we do is guided by our five shared commitments: Value Every Voice - We put people first. Act with Integrity - We do what’s right. Explore Beyond Boundaries - We’re driven by curiosity. Own the Outcome - We take responsibility for our decisions. Succeed Together - We’ve got each other’s backs. THE OPPORTUNITY As a Contact Center Service Agent, you will play a key role in delivering high-quality service while identifying opportunities to enhance the guest experience through additional product offerings. Your focus will be on building strong relationships, exceeding expectations with personalized service, and driving value through thoughtful upselling when appropriate. WHAT YOU'LL DO Deliver Top-Tier Service: Provide friendly, efficient, and helpful support, consistently exceeding guest expectations. Upselling: Recommend additional services and products tailored to guests’ needs to enhance their experience. Problem Solving: Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction. CRM Management: Accurately track guest interactions, preferences, and sales opportunities using our CRM tools. Build Relationships: Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement. Collaborate: Work closely with the team to achieve goals and continuously improve the quality of service. Requirements WHAT YOU'LL BRING Customer Focus - A genuine passion for delivering exceptional service. Consultative Selling - Skill in upselling while enhancing the overall guest experience. Problem Solver - Ability to quickly and effectively resolve guest issues. Team Player - Strong collaboration skills and commitment to achieving shared goals. Ability to work fully remote in our contact center. Ability to follow a rotating shift schedule, with assigned shifts that will include mornings, evenings, weekends, and holidays to support service needs. Ability to work overtime as needed during peak periods. Ability to obtain TICO Certification (Travel Industry Council of Ontario) within the first 60 days of employment; TTC will cover the cost of the first attempt. If hired, ability to start training in October or November 2026. WHAT WE OFFER YOU Competitive Compensation - $19.35/hour plus performance-based incentives. Incentives & Rewards - Earn performance-based incentives based on customer satisfaction, upselling success, and service excellence. Spot Awards Recognition for exceptional service moments and outstanding teamwork. Growth Opportunities - Access to a learning budget, professional training programs, and career advancement pathways. Purpose-Driven Perks - Paid volunteer days and participation in sustainability-focused initiatives. 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.

Ce que vous ferez

The Contact Centre Service Agent will provide high-quality support to guests while identifying opportunities for upselling additional products. They are responsible for managing guest interactions in the CRM, resolving inquiries, and building long-term relationships with partners and repeat guests.

Exigences

Candidates must possess a passion for customer service, strong problem-solving skills, and the ability to work a rotating shift schedule including weekends and holidays. Applicants must be able to obtain TICO certification within 60 days and work in a fully remote environment.

Avantages

• Performance-based incentives • Spot awards • Learning budget • Professional training programs • Career advancement pathways • Paid volunteer days

Compétences indiquées

• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée
• CRM Management · Souhaitée
• Communication · Souhaitée
• Team Collaboration · Souhaitée
• Consultative Selling · Souhaitée
• Upselling · Souhaitée
• Relationship Building · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Upselling
• Problem solving
• CRM management
• Relationship building
• Consultative selling
• Communication
• Team collaboration
• Curiosity
• Artificial Intelligence
• Customer Relationship Management
• Management
• Customer Service
• Consultative Selling
• Personalized Service
• Sales
• Problem Solving
• Collaboration
• Customer Complaint Resolution
• Teamwork

Domaines d’emploi

• Customer Service & Support
• Sales
• Hospitality
• Contact Center Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives