Job Description

As a Servicing Travel Advisor II,you will be the first point of contact via phone and email for our clients’ travel needs. In this role, you will manage and service existing reservations, partnering with travelers and suppliers to resolve issues quickly and deliver a smooth travel experience. You will use developing skills in conflict management, problem-solving, and travel servicing tools to navigate disruptions and maintain strong client relationships.

Hours & scheduling: Our service hours are 8:30 a.m.–9:30 p.m. (weekdays) and 9:00 a.m.–5:30 p.m. (weekends) Shifts are assigned based on business needs. Current coverage needs are primarily for the 1:00 p.m.–9:30 p.m. weekday shift, with one weekend day scheduled from 9:00 a.m.–5:30 p.m. Candidates must be available to work these times as scheduled.

Job responsibilities

• Serve as the first point of contact for clients by phone and email, providing bilingual (French/English) support related to existing travel reservations.
• Manage and service active bookings (e.g., changes, cancellations, updates, hotel/car issues), ensuring outcomes align with client expectations and firm standards.
• Address and resolve travel-related issues promptly using travel management and servicing tools; escalate complex or exception cases to senior team members per established procedures.
• Apply basic conflict de-escalation and service recovery techniques to support travelers during time-sensitive or stressful situations.
• Maintain accurate documentation and case notes to ensure continuity, quality, and efficient handoffs when escalation is required.
• Adhere to established procedures, guidelines, and quality standards to ensure accuracy, compliance, and a consistent client experience.
• Continuously learn current travel industry practices, supplier policies, and relevant regulations to improve service delivery and client satisfaction.

Required qualifications, capabilities, and skills

• Bilingual French-English proficiency (verbal and written) with the ability to support customers confidently in both languages.
• Customer service and/or call center experience handling high-volume inquiries with professionalism and empathy.
• Demonstrated ability to manage client interactions end-to-end (identify the issue, communicate next steps, follow through to resolution).
• Familiarity with conflict management/de-escalation techniques in a customer service environment.
• Ability to work effectively in a remote (work-from-home) setting, including strong time management and adherence to schedules and processes.

Preferred qualifications, capabilities, and skills

• Experience servicing travel itineraries (e.g., changes/exchanges, cancellations, refunds/credits, re-accommodation during disruptions).
• Familiarity with travel servicing technology tools (e.g., online booking/servicing platforms, supplier portals) and/or CRM/case management systems.
• Basic understanding of the travel industry, including common supplier policies and current practices/regulations.