Provide exceptional customer service for inbound calls to assist customers with redeeming their loyalty program points for travel accommodations, including, but not limited to: airline tickets, car rentals, hotel accommodations, and travel insurance to all cxLoyalty clients' customers within company guidelines and account specific requirements. Serve customers by providing product and service information, as well as resolving product and service problems.

Responsibilities:

• Sell travel arrangements and related services for customers .
• Use preferred vendors as determined by cxLoyalty to maximize profits.
• Understand individual redemption travel loyalty program requirements. Proficient in all aspects of point redemption for appropriate clients.
• Provide thorough, friendly, and effective customer service to all internal and external customers in a timely and accurate manner.
• Maintain comprehensive working knowledge of all programs, tools and systems.
• Strong computer skills, ability to navigate through multiple systems at once.
• Participate in cross training and handle calls on multiple accounts.
• Meet and maintain individual monthly metrics per company guidelines as determined by the operating group.
• Participate fully as a team member to assist as needed in completing all functions related to servicing the client, including selling additional products.
• Pro-actively stay informed about all airline rules and regulations, and other industry requirements and accurately apply this information when making travel arrangements.
• Resolve product or service issues by clarifying the customer's complaint; determining the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment.
• Work a flexible schedule during the clients' servicing hours which may include weekends and holidays and have the flexibility to attend staff and training meetings for ongoing updates in the travel industry, program guidelines, and office procedures, which may not be during your assigned hours.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters and take prompt corrective action where necessary or suggest alternative coursed of action which may be taken.

Skills/Qualifications:

• You must be located in Canada to apply for this role
• Call Center experience required
• Bi Lingual English/French required (verbal and written)
• Quebec Travel Counsellor Certificate required. Having the certificate is an advantage and must be obtained prior to start date. cxLoyalty will assist in acquiring the certificate if it is not possessed at the time of offer.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Sales, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking.
• Travel Industry experience preferred
• High school diploma preferred
• Advanced knowledge / proficiency using multiple screens in an online environment
• Ability to quickly and accurately enter data in a script driven environment
• Intermediate to advanced knowledge / proficiency of GDS and /or other technology platforms including self-booking tools
• Ability to work independently and also function as a team member