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Customer Service Consultant, Guest Experience (Remote)

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<div> <div style="margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow: visible; cursor: text; clear: both; position: relative; direction: ltr; font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px; background-color: #ffffff;"> <p style="text-align: justify; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow-wrap: break-word; vertical-align: baseline; font-kerning: none; background-color: transparent; color: windowtext;"><span style="background-color: transparent; color: windowtext; margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; font-size: 11pt; line-height: 18px; font-family: Calibri, Calibri_EmbeddedFont, Calibri_MSFontService, sans-serif;"> </span></p> </div> </div><p style="margin-top: 0px; margin-bottom: 0px;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">ABOUT US</strong></span></p> <div style="box-sizing: border-box; white-space: pre-wrap; color: #222222; font-family: 'Open Sans', Helvetica, Arial, sans-serif; font-size: 14px; background-color: #ffffff;"> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"> </p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travellers by combining an unbeatable mix of exceptional service and quality at great value.</span></p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference. </span></p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"> </p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">OUR VALUES</strong></span></p> <ul> <li style="box-sizing: border-box; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Driven by service</span></li> <li style="box-sizing: border-box; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">An inherent passion for travel</span></li> <li style="box-sizing: border-box; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Commitment to our customers and to our people</span></li> <li style="box-sizing: border-box; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Commitment to social responsibility and our 5-year sustainability strategy</span></li> </ul> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"> </p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">POSITION SUMMARY</strong></span></p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">As a <strong style="box-sizing: border-box; font-weight: bold;">Customer Service Consultant</strong>, you will play a key role in delivering high-quality service while identifying opportunities to enhance the guest experience through additional product offerings. Your focus will be on building strong relationships, exceeding expectations with personalized service, and driving value through thoughtful upselling when appropriate  </span></p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"> </p> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">KEY RESPONSIBILITIES</strong></span></p> <ul style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1em; list-style-type: disc; padding-left: 40px;"> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Deliver Top-Tier Service</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Provide friendly, efficient, and helpful support, consistently exceeding guest expectations.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Upselling</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Recommend additional services and products tailored to guests’ needs to enhance their experience. </span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Problem Solving</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">CRM Management</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Accurately track guest interactions, preferences, and sales opportunities using our CRM tools.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Build Relationships</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Collaborate</strong></span><br style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Work closely with the team to achieve goals and continuously improve the quality of service.</span></li> </ul> </div> <div style="box-sizing: border-box; white-space: pre-wrap; color: #222222; font-family: 'Open Sans', Helvetica, Arial, sans-serif; font-size: 14px; background-color: #ffffff;"> <p style="box-sizing: border-box; margin: 0px; font-size: 1rem; line-height: 1.6;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"> <strong style="box-sizing: border-box; font-weight: bold;">What You Bring</strong></span></p> <ul> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Customer-Focused</strong> A genuine passion for delivering exceptional service.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Consultative Selling</strong> Skill in upselling while enhancing the overall guest experience.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Problem Solver</strong> Ability to quickly and effectively resolve guest issues.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Team Player</strong> Strong collaboration skills and commitment to achieving shared goals.  </span></li> </ul> <h3 style="box-sizing: border-box; margin: 0px; font-weight: 500; display: block; font-size: 1.286rem; line-height: 1.45;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Additional Requirements</strong></span></h3> <ul style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1em; list-style-type: disc; padding-left: 40px;"> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Availability to work flexible shifts, including evenings and weekends.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;">Overtime may be required during peak periods.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">TICO Certification</strong> (Travel Industry Council of Ontario) required within the first 60 days of employment; TTC will cover the cost of the first attempt.</span></li> </ul> <h3 style="box-sizing: border-box; margin: 0px; font-weight: 500; display: block; font-size: 1.286rem; line-height: 1.45;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">What We Offer You</strong></span></h3> <ul style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1em; list-style-type: disc; padding-left: 40px;"> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Competitive Compensation</strong> - $19/hour plus performance-based incentives.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Incentives & Rewards</strong> - Earn performance-based incentives based on customer satisfaction, upselling success, and service excellence. Spot Awards Recognition for exceptional service moments and outstanding teamwork.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Growth Opportunities</strong> - Access to a learning budget, professional training programs, and career advancement pathways.</span></li> <li style="box-sizing: border-box;"><span style="box-sizing: border-box; font-family: Montserrat; font-size: 10pt;"><strong style="box-sizing: border-box; font-weight: bold;">Purpose-Driven Perks</strong> - Paid volunteer days and participation in sustainability-focused initiatives.  </span></li> </ul> </div><div> <div> <p><span style="font-family: Montserrat; background: white;">We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.</span><span style="font-family: 'Cambria Math', serif; background: white;"> </span><span style="font-family: Montserrat; background: white;"><span style="user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent;"> </span></span></p> </div> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...