Travel Customer Support Consultant @ Kensington

Customer Experience & Support (2)
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Customer Experience & Support (2)

Kensington delivers the world’s most personal travel experiences. We bring to life each client’s desire to travel in a way that’s tailored specifically for them, in the company of local private guides who ensure that they enjoy the authentic best of their destination. The result is a unique journey rich in memories that last a lifetime.

We achieve this because of our extraordinary people, experts with deep knowledge of their destinations. For over 120 countries worldwide, and across each of our brands – Tours, Cruises, Villas, Yachts, Jets, and Air.

To learn more about Kensington, visit kensingtontours.com

As our growth continues, we are currently hiring talented Customer Support Consultants to join our new dynamic Customer Support team. Be a part of an exciting new group of after-hours team members who have exemplary customer service skills, assist with our clients travel needs, have an eagle eye for details, and love the challenge of trouble shooting files.

This is not your typical after-hours team. Our vision is to provide our clients with consistent service regardless of the time of day. For example, this could include starting the quote process for an exciting 25th anniversary trip of a lifetime, facilitating seat changes for an executive travelling to an important meeting, or issuing urgent tickets for one of our Leisure Consultants.

Our stellar team has a “Yes! I can do that for you!” attitude that understands the need to follow policies and procedures but are empowered and have the ability to problem solve finding the best solution for our clients.

Why work for us?

We pride ourselves on attracting and retaining top talent by offering challenge and opportunity combined with an attractive compensation plan. Our evolving environment fosters a spirit of innovation allowing our employees to unleash their creativity and achieve a greater level of productivity. While Travel Edge offers great perks, it’s not just the benefits that make our culture great. It’s the way management and teammates treat one another. Our willingness to trust our employees is what breeds creativity, above-and-beyond performance, and job satisfaction.

Please note that we are currently filling our full time overnight shift with weekends.

Responsibilities

Be the first point of contact for all non-business hours of operation questions across all our divisions: Business, Leisure, Retail, and Kensington Tours clients while adhering to each division’s specific policies and procedures
Successfully demonstrate proficiency in Sabre and a willingness to learn another GDS
Complete Corporate reservations via the Sabre Reservations System
Support reservations on our in-house booking tools
Stay fully informed and stay abreast of all airline rules and regulations and other industry requirements and accurately apply this information when making travel arrangements
Work with global DMCs, suppliers and other partners who facilitate and support our client’s travel requirements to address the client query
Provide administrative support for all enquiries as required such as but not limited to queue support, quote generation
Document and provide feedback/action summary on any call received
Provide problem solving expertise and superior customer care
Operate within company standards in the areas of customer service, productivity, quality standards and operating procedures
The ability to solve problems independently
Performs other duties and assist in all areas as assigned

Qualifications

A minimum of 5 years of experience in either leisure or corporate travel after hours / emergency travel team
GDS experience in Sabre with exposure to Travelport and Amadeus
Strong communication skills both verbal and written
Demonstrated ability to liaise with clients and establish positive relationships
Experience in a matrix based and collaborative environment
Strong attention to detail, being highly organized and showing the ability to multi-task will help you succeed at Travel Edge.
Ability to function in a fast-paced, demanding environment
Must be available evenings, overnights, weekends, and statutory holidays
Experience using Microsoft products such as Excel and SharePoint
Ability to speak other languages such as French or Spanish desirable but not required

Additional Information

Cultural Fit:

Thrives working in a technology and KPI-driven organization.
Able to thrive in an entrepreneurial environment with ambiguity.
Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working.
Low ego and a team player.
Has the ability to build trust and work through conflict both.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

We thank all candidates for their interest however only those selected for an interview will be contacted.

Travel Customer Support Consultant

Sabre Expert

Kensington

Responsibilities

Qualifications

Additional Information

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