Agent, Travel Services

Title: Agent, Travel Services

Employee Working Location: Partially Virtual / Hybrid (Canada)

Employment Status: Permanent Full-time

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Travel Services Agent, is responsible to ensure services or products are delivered to clients in a timely and efficient manner. This includes receiving, prioritizing, documenting and actively resolving client requests and escalating incidents and requests when considered appropriate and necessary to maintain service level standards. They are the primary point of contact for clients and their main purpose is to redirect and resolve client requests and issues and ensure client satisfaction.

In this role, you will :

• Engage directly with clients to address inquiries, resolve issues, and provide program or service information.
• Handle and resolve client complaints efficiently to ensure satisfaction with service provision.
• Field incoming requests and incidents to ensure courteous, timely and effective resolution of requests and issues.
• Document all pertinent client request/issue information in appropriate systems or tools.
• Follow scripts and workflows to problem address requests or solve issues by following standard procedures and processes.
• Build rapport and elicit problem details from both internal and external clients.
• Prioritize and schedule resolution to requests/issues and escalate complex requests/issues to appropriate internal team member for resolution.
• Record, track and document the request and resolution process, including all successful and unsuccessful decisions made, and actions taken.
• Monitor service level agreements (SLAs) and ensure that client service standards are met or exceeded.
• Track emerging trends in issues/incidents and alert management.
• Contribute to the identification of areas for continuous improvement.

What we are looking for:

• Qualifications include a minimum of 1-2 years of experience and a 1-2 year college diploma or post-secondary certification or an equivalent combination of education and experience.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint), SharePoint with the ability to multi-task on multiple systems.
• Ability to apply standard methods, and select amongst options to resolve routine problems.
• Ability to communicate and influence by clarifying policies, processes, and services effectively.
• Ability to manage multiple tasks, deadlines, and priorities.
• Ability to remain calm during stressful and/or challenging calls by focusing on client requests and ensuring successful delivery of services.
• Ability to work shifts, including nights and weekends, in a non-traditional schedule.
• Fluency in French and English is required.

Working Conditions

• Requires concentration, attentiveness, and attention to detail.
• Work requires interactions with clients who may be agitated, or are experiencing stressful situations.
• Work requires the ability to work to multiple, conflicting deadlines.
• This is a shift-based role, which includes night shifts, weekend. and holiday work, and does not follow a standard weekday schedule.
• Will be required to work extended hours during peak periods on short notice.
• As we work with and support people (managers, colleagues, clients/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada. At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).