Customer Service Representative Job Description

Job Title :             Customer Service Representative

Department     My Canada Trips

Location :            Flexible - Homeworking, Hybrid, or Office-based, depending on the ideal candidate's preference

Contract :            Full time position, Monday to Friday 9am-5.30pm. This role is required on a seasonal basis to cover peak trading times, so we ideally require someone who is available March - October. Alternatively, we could offer annualised hours with increased hours March - October, and reduced hours November - February each year.

Reports To :       Customer Service Manager

Department Information

My Canada trips is part of the specialist arm of Brooklyn Travel Group encompassing Sales, Admin Support, Product and Customer Service functions .My Canada Trips is an award winning provider of tailormade holidays from the UK to Canada. From Cruise, rail, escorted tours, self-drives and Motorhome holidays, we offer all things Canada in one package. Our aim is to provide our customers with a seamless journey from initial enquiry to their Welcome Home' call, as exceptional customer service is at the heart of what we do.

Role Information

We are looking for a dedicated, customer-focused individual with a passion for travel and an ability to deliver exceptional service across various communication channels. As a key part of our team, you'll support clients with every step of their journey, ensuring they have a seamless experience from booking through to departure.

Duties and Responsibilities

Client Support :  Assist clients with post-booking and pre-departure queries, ensuring all concerns are addressed promptly.

Omni-Channel Communication :  Engage clients via Live Chat, WhatsApp, Email, and phone, delivering a seamless customer experience.

Product Upgrades & Modifications :  Coordinate client requests for upgrades (cruises, flights, hotels, and tours) and process amendments or cancellations.

Issue Resolution :  Proactively resolve client queries, identifying solutions and escalating where necessary.

Team Collaboration :  Support internal departments with customer service and administrative needs as required.

Supplier Liaison :  Act as a point of contact between clients and suppliers or tour operators, ensuring client needs are fully met.

Outbound Calls :  Participate in occasional outbound call projects to connect with clients and provide enhanced service.

Knowledge, Skills and Experience

Customer-Centric :  Previous experience in customer service, with a genuine enthusiasm for helping people.

Friendly & Articulate :  Confident and personable, with the ability to build strong client relationships.

Empathetic & Proactive :  A problem-solver with a 'can-do' attitude, always striving to go the extra mile for clients.

Strong Communicator :  Excellent verbal and written English skills, capable of engaging customers effectively across multiple platforms.

Multi-Channel Savvy :  Comfortable using omni-channel tools, including Live Chat, WhatsApp, Email, and Phone.

Resilient & Adaptable :  Thrives in a fast-paced environment, handling multiple tasks with ease and adjusting to changing priorities.