Job Description

This is not your typical after-hours team. Our vision is to provide our clients with consistent service regardless of the time of day.  For example, this could include starting the quote process for an exciting 25th anniversary trip of a lifetime, facilitating seat changes for an executive travelling to an important meeting, or issuing urgent tickets for one of our Leisure Consultants.

Our stellar team has a, “Yes! I can do that for you!” attitude that understands the need to follow policies and procedures but are empowered and have the ability to problem solve finding the best solution for our clients.   

Why work for us? We pride ourselves on attracting and retaining top talent by offering challenge and opportunity combined with an attractive compensation plan. Our evolving environment fosters a spirit of innovation allowing our employees to unleash their creativity and achieve a greater level of productivity. While we offer great perks, it’s not just the benefits that make our culture great. It’s the way management and teammates treat one another. Our willingness to trust our employees is what breeds creativity, above-and-beyond performance, and job satisfaction.

Responsibilities

• Be the first point of contact for all questions and support for Kensington Tours clients while adhering to each specific policies and procedures
• Support reservations on our in-house booking tools
• Manage incoming client calls, providing support or redirecting to the appropriate department as needed.
• Initiate contact with prospective clients to evaluate interest and coordinate subsequent actions.
• Stay fully informed and stay abreast of all airline rules and regulations and other industry requirements and accurately apply this information when making travel arrangements
• Work with global DMCs, suppliers and other partners who facilitate and support our client’s travel requirements to address the client query
• Document and provide feedback/action summary on any call received
• Provide problem solving expertise and superior customer care
• Operate within company standards in the areas of customer service, productivity, quality standards and operating procedures
• The ability to solve problems independently
• Performs other duties and assist in all areas as assigned

Qualifications

• A minimum of 3 years of experience in either leisure or corporate travel support, after hours or emergency travel team
• Must have strong communication skills both verbal and written
• Demonstrated ability to liaise with clients and establish positive relationships
• Experience in a matrix based and collaborative environment
• Strong attention to detail, being highly organized and showing the ability to multi-task 
• Ability to function in a fast-paced, demanding environment
• Must be available flexible hours including days, afternoons, weekends, and statutory holidays
• Availability to work overnight hours is an asset
• Experience using Microsoft products such as Excel and SharePoint
• GDS experience in Sabre with exposure to Travelport and Amadeus is an asset
• Ability to speak other languages such as French or Spanish desirable but not required

Additional Information

Cultural Fit:

• Thrives working in a technology and KPI-driven organization.
• Able to thrive in an entrepreneurial environment with ambiguity.
• Highly functional in a fast paced, constantly changing workplace - building plans through iterations from learning on what’s working and not working.
• Low ego and a team player.  
• Has the ability to build trust and work through conflict both.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.