[Hiring] Live Chat Agent @H.I.S Canada Travel Inc.

Role Description

• Provide first-level customer support through Live Chat, email, and phone interactions.
• Respond to customer inquiries professionally, accurately, and with a sense of urgency.
• Build and maintain positive relationships with existing and prospective customers.
• Assist customers with travel-related questions, concerns, and booking inquiries.

• Proactively engage customers by asking the right questions to understand their needs.
• Recommend travel products, services, and solutions tailored to each customer.
• Identify opportunities to upsell and cross-sell products and services.
• Generate qualified leads and support the Reservations and Booking teams.

• Research customer concerns and identify effective solutions using available resources.
• Recognize recurring customer issues and provide feedback to improve processes and customer experience.
• Identify website or system issues and escalate them promptly to IT and relevant stakeholders.

• Accurately document all customer interactions in accordance with company procedures.
• Maintain detailed records to support service excellence and operational efficiency.

Qualifications

• TICO certification (required).
• Minimum 2 years of travel sales and customer service experience.
• Experience using GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms.
• Strong knowledge of leisure travel products and destinations.
• Excellent verbal and written communication skills.
• Proven ability to provide outstanding customer service while achieving sales objectives.
• Ability to multitask effectively, managing multiple customer conversations while navigating systems and resolving issues.
• Strong technical aptitude and comfort working with live chat platforms and customer support tools.
• Excellent organizational and time-management skills.
• Exceptional problem-solving, prioritization, and decision-making abilities.
• Strong attention to detail, accuracy, and data entry skills.
• Ability to remain calm, professional, and adaptable in a fast-paced environment.

Requirements

• Remote working conditions.
• 37.5 hours per week.
• Flexible work schedule (subject to change):
• Weekdays: 9am to 5pm EST or 12pm to 8pm EST
• Weekends: 9am to 5pm EST
• Shift times and weekends are rotated.

Benefits

• Competitive salary.
• 2 weeks of vacation.
• Medical and dental benefits.
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day.
• Employer RRSP contribution program.
• Awesome travel benefits for you, your friends, and your family.
• Employee Assistance Program (EAP) for you and your family members.

Company Description

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike.