Travel Consultant - Toronto

Please note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to the changes to Immigration rules.  Specifically, we have reached the 10% maximum workforce on work permit rule.  Should we fall below 10% we will remove this notation and open hiring to all.

PURPOSE                                                          

The Cloud5 Travel Consultant will service our client’s premium Card Members. They will assist with travel plans such as changing, altering or fixing booked travel plans, hotel and restaurant recommendations, booking car rentals and airfare, all while heavily focused on providing extraordinary white-glove customer service. They are responsible for being well-versed in the client’s benefits program in order to tailor the information that is relevant to each Card Member. The Travel Consultant also strives to solve customer concerns, improve customer service, and maintain and/or improve our client's brand by following up with Card Members when needed. The Cloud5 Travel Consultant demonstrates adaptability, reliability, attention to detail and a strong commitment to customer service excellence.

Responsibilities and Duties

• Deliver efficient, accurate and personalized customer service via in-bound call servicing
• Accurately and consistently adhere to regulatory requirements emphasized in the training journey
• Investigate and provide necessary solutions for complex scenarios
• De-escalate a customer’s stress when unforeseen travel situations arise
• Consult and understand customer needs to deliver a personalized experience
• Plan, modify, and carry out personalized travel itineraries, through booking domestic and international flights, car and/or hotel travel arrangements
• Educate customers on benefits, product offerings, and self-servicing options relevant to the customer’s travel needs
• Put the Customer’s experience at the forefront of everything we do, earning their dedication
• Complete all assigned training as necessary

The above statements describe the general nature and level of work being performed.  This is not intended to be an exhaustive list of all responsibilities and duties required.

• Exceptional communication skills both written and verbal
• Proven ability to break down complex issues into manageable parts to find logical solutions for the customer
• A passion for building customer loyalty through active listening, building rapport, and providing exceptional customer care
• Experience in demonstrating resiliency in assisting a high value client base
• Previous Call Centre, Sales, and/or Tourism/Hospitality experience considered an asset but not a requirement
• Must demonstrate a true interest in travel
• Ability to thrive in a results-driven environment, with a healthy strive to meet and exceed goals
• Proven ability to provide extraordinary and empathetic customer service
• Experience servicing customers ideally in travel, hospitality, high-end customer service or sales roles
• Demonstrated capability staying focused and maintaining a positive attitude in the face of challenges and setbacks, while consistently finding ways to overcome obstacles and achieve goals
• Resilient and composed under pressure and constantly evolving circumstances
• A systematic approach to solving complex problems by gathering and capturing the correct details
• Have excellent interpersonal skills and the ability to organize simultaneous tasks
• Creative thinking that allows you to approach problems from multiple angles
• Ability to work in a fast-paced environment with tight deadlines
• Positive attitude and outlook, demonstrated through desire to learn with a growth mindset
• Natural communicator with the ability to demonstrate listening skills and able to adapt conversation to suit the situation
• Basic geography knowledge with ability to locate continents and travel destinations worldwide
• Technically proficient and experienced with computer applications and personal devices, with the ability to navigate PC and basic Microsoft Office tools with ease
• Flexibility to work shifts, including nights and weekends
• Ability to work as a member of a team
• High School diploma or equivalent
• Must consent to and pass a background check
• Must be legally entitled to work in Canada

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud. 

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain
• We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting corphr@cloud5.com
• If you are still unsure call 1 (877) 241-2516

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.