Breakaway Tours is always on the lookout for highly motivated and energetic individuals to join our team. Check out some of the positions we currently have available!
Position Title: Sales and Customer Support Specialist.
Reports to: Sales and Customer Support Manager
Company Overview
Over the past two decades, Breakaway Tours has become the largest student leisure tour operator in Canada, taking over 22,000 travelers annually to destinations around the world. Our vision is to create “A Bigger World for Every Student” by organizing and delivering unforgettable student travel experiences that exceed the expectations of our customers.
Nature and Scope
The Sales and Customer Support Specialist is responsible for supporting designated Travel Specialists and their assigned regions. Answering customer questions, making follow-up phone calls, making sure incoming bookings are up to date in the system and payment plans and AR’s are managed.
Major Responsibilities
- Cancellation avoidance
- Manage a group of Travel Consultants schedules.
- Attend ad hoc meetings with Travel Consultants.
- Meet ancillary revenue targets.
- Manage incoming leads and Zeus for commission only Travel Consultants.
- Basic reporting for Sales Manager.
- Administration for Travel Consultants.
- Making outbound calls to existing and cancelled customers.
- Achieve targets set by Operations, Sales and Customer Support Manager.
- Work directly with designated Travel Specialists and help manage their customer databases.
- Answer ‘Contact Us’ e-mails and handle complaints.
- Answer incoming customer service calls.
- Ensure reservation forms are entered and processed on a daily basis.
- Work to resolve bad payments (credit card charge backs and bounced cheques).
- Ensure all Accounts Receivables are managed and up to date prior to trip departures.
- Enter in payments.
- Work with Controller to ensure refunds are processed.
Qualifications
- University Degree or College Diploma required
- 3+ years experience in a customer service, supervisory role
- Knowledge of Travel and Tourism Industry an asset
- Ability to multitask, meet deadlines and work under pressure
- Strong interpersonal and communication skills
- Ability to work with clients to resolve issues
- Ability to work in a fast paced environment
- Excellent follow through and attention to detail
- Extremely customer driven
- Excellent computer skills - Windows, Excel, Microsoft Word and Outlook
- TICO certification an asset
Working Relationships
Work closely with Sales Manager, Sales team and Marketing.
Working Conditions
In the office Monday to Friday with a flexible schedule that may require some evening, on-call and weekend work depending on the time frame in which tasks need to be completed. Some travel required.
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