Travel Customer Service Representative
Travel Counselor
Description
Position Overview: Are you looking for a new opportunity to expand your knowledge and career in the travel industry? We are looking for strong individuals with shining personalities that have a passion for going the extra mile and building positive relationships. This is an ideal opportunity for an exciting career in the world of travel that redefines what great service truly means. The Travel Counselor role will provide world-class customer service to Premium card members by creating memorable travel experiences while booking leisure travel with a key focus on domestic and international air, car, and hotel arrangements. Travel Counselors are responsible for providing travel information, booking reservations, servicing existing reservations, educating on company websites, and providing ticketing services. Travel Counselors will participate in an intensive training and mentoring program that is designed to provide the knowledge needed to become a highly-skilled Travel Counselor. Candidates must arrive ready to impress, with a curiosity for learning, a self-starter attitude and the drive to deliver extraordinary service.
Specific Responsibilities May Include:
Provide extraordinary customer service to our Premium card members
Own the planning, research, and execution of customized travel experiences
Build professional relationships and rapport with our Premium card members in order to deliver personalized customer experiences
Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies)
Follow-up communications with card members (email, outbound call) to complete reservations, notify of schedule changes, etc.
Resolve issues that may arise with card members with a sense of urgency with proper supervision
Commitment to high-quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner
Deliver the brand promise every day
Required Experience, Skills & Competencies:
Minimum 1-2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfill customer requests
A true passion for travel; personal travel experience required
Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.
Strong computer and internet navigation skills
Strong service mentality with a willingness to go above and beyond for every customer
Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions
Strong resilience and tenacity to overcome negative interactions and effectively problem solve
Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations
Possess a can-do attitude, curiosity and a healthy competitiveness
Adaptable to change with the ability to think on their feet in order to accomplish goals
Self-reliant and able to thrive under pressure in order to handle critical situations
Able to think outside the box to come up with innovative solutions
Reliability and integrity driven; possessing enthusiasm and commitment in their work
An effective team player who is able to also work independently
Excellent grammar, enunciation, pronunciation, syntax verbal and written skills
Demonstrate robust multi-tasking skills (e.g. able to log calls and interact with the customer simultaneously)
Resourceful in finding answers using available tools, best practices, and creative thinking
High professional standards and the ability to work with diverse personalities
High school diploma or equivalent
Preferred Experience, Skills & Competencies:
Previous sales experience (soft sales, upselling)
Previous hospitality experience
Experience booking travel using professional booking tools
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first We embrace changes and innovate courageously We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
