Customer Experience Specialist

At Fresh Tracks Canada, we craft tailor-made Canadian vacations for people from all over the world. Since 1996, our team of Canadian Insiders have helped our customers plan their vacations and enjoy life-changing travel experiences.

We believe in keeping our customers front and center in everything we do; in fact, focus on serving our customers is one of our core values. Everyone acts and operates as an owner, treating this business as their own. We raise the bar constantly, embracing that nothing is perfect but continuous improvement is key. Our team is made up of passionate, positive experts who drive healthy collaboration by winning or losing as one, and we bring out the best in each other as a family committed to grow.

ABOUT THE ROLE

We are looking for an experienced, self-sufficient Customer Experience Specialist to provide our guests with legendary Hospitality before, during and post travels. You will also be responsible for coordinating and creating custom itineraries, upholding the policies and contractual agreements of our itineraries, while also being the main touch-point between Fresh Tracks and our guests.

RESPONSIBILITIES

• Building relationships with our booked guests (some guests book up to 2 years in advance, typically 9 months on average)
• Problem-solving skills when difficult and unpredictable situations arise
• Book all trip components, working with tourism suppliers across Canada, and ensure preferences of each traveller are communicated to our travel partners
• Answering incoming emails and calls from guests about their trip both pre, during and post travel

• Update all traveller details in system, make sure that all information and statuses are accurate
• Engaging in sometimes challenging phone/email conversations with guests
• Suggesting and arranging add-ons, upgrades, or modifications to their current itineraries
• Providing concierge services for our guests
• Populating all accurate joining instructions for each supplier to support the generation of guests pre-departure itinerary

• Upholding the contractually required Terms & Conditions of our services
• Reviewing of guests pre-departure itineraries - making sure all arrangements are accurate for a seamless experience while on the road

REQUIREMENTS

• Customer service experience in high-end products or services.
• A great sense of urgency and a passion for getting every detail right
• Superior time management skills and the ability to prioritize tasks
• Excellent knowledge of Canadian geography from personal travel experiences.
• Being self-sufficient in resolving guest challenges and engaging in difficult conversations with the business' needs in-mind.

• A warm and friendly telephone manner that instantly puts guests at ease
• Passion for travel & desire to make a career in the travel industry
• Impeccable written and spoken English at native level of fluency
• A friendly, outgoing personality tempered by determination and maturity
• A calm and quick ability to troubleshoot issues if they arise for our guests on the road

• Driven by productivity targets and the ability to consistently deliver
• Enthusiasm for making sure our guests have the best adventure by upselling, upgrading and adding as needed
• Bilingual; French and English is a great asset but not a mandatory requirement
• Preference will be given to those with experience in the travel/tourism industry, ideally relating to travel in Canada -- but this is not essential
• Availability for shifts taking place Sunday to Thursday/ Tuesday to Saturday (5 days per week), office hours are 7am to 5:30pm (PST)

REWARDS

• 3 weeks vacation (4 weeks after your first year)
• Extended health benefits package
• Applauz Recognition
• Comprehensive employee assistance program
  
• Paid anniversary day off
• "Pawternity leave" days for your new furry family members
  
• Great working hours
• Stylish office location in Vancouver, located close to public transit
• Friendly and fun team environment with company celebrations and social events
• Access to Canadian travel industry discounts!

DIVERSITY, EQUITY, AND INCLUSION

We are an equal opportunity workplace. We strongly encourage applications from racialized individuals, under-represented communities, diverse backgrounds, identities, and experiences. We don't judge based on race, religion, ethnic background, sexual orientation, age, marital status, disability, gender identity or anything else that you might bring to the table. We don't care about where you went to college, your degree, your age, or what names you might have on your resume. Instead, we're looking for motivated, compassionate people who can execute from the ground up. We also know that everyone has a unique career journey and experience comes in many forms.

Officially Great Place to Work® CertifiedTM 2022/2023

Officially Great Place to Work® CertifiedTM 2023/2024

Officially Great Place to Work® CertifiedTM 2024/2025

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