Agent Live chat Omni Channels

How You Will Be Spending Your Time

Customer Support & Relationship Management

• Provide first-level customer support through Live Chat, email, and phone interactions.
• Respond to customer inquiries professionally, accurately, and with a sense of urgency.
• Build and maintain positive relationships with existing and prospective customers.
• Assist customers with travel-related questions, concerns, and booking inquiries.

Sales & Customer Engagement

• Proactively engage customers by asking the right questions to understand their needs.
• Recommend travel products, services, and solutions tailored to each customer.
• Identify, opportunities to upsell and cross-sell products and services.
• Generate qualified leads and support the Reservations and Booking teams.

Problem Solving & Issue Resolution

• Research customer concerns and identify effective solutions using available resources.
• Recognize recurring customer issues and provide feedback to improve processes and customer experience.
• Identify website or system issues and escalate them promptly to IT and relevant stakeholders.

Documentation & Reporting

• Accurately document all customer interactions in accordance with company procedures.
• Maintain detailed records to support service excellence and operational efficiency.

The Skills, Experience and Attributes Required to be Successful

• TICO certification (required).
• Minimum 2 years of travel sales and customer service experience.
• Experience using GDS and travel booking systems, including Sabre, Sabre Vacations, Sirev, or similar platforms.
• Strong knowledge of leisure travel products and destinations.
• Excellent verbal and written communication skills.

• Proven ability to provide outstanding customer service while achieving sales objectives.
• Ability to multitask effectively, managing multiple customer conversations while navigating systems and resolving issues.
• Strong technical aptitude and comfort working with live chat platforms and customer support tools.
• Excellent organizational and time-management skills.
• Exceptional problem-solving, prioritization, and decision-making abilities.
• Strong attention to detail, accuracy, and data entry skills.
• Ability to remain calm, professional, and adaptable in a fast-paced environment.

Working conditions

• Remote
• 37.5 per week
• Flexible work schedule (subject to change):
  • Weekdays: 9am to 5pm EST or 12pm to 8pm EST
  • Weekends: 9am to 5pm EST
  • Shift times and weekends are rotated

Crew Advantages

• Competitive salary
• 2 weeks of vacation
• Medical and dental benefits
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
• Employer RRSP contribution program
• Awesome travel benefits for you, your friends, and your family
• Employee Assistance Program (EAP) for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike. 

Are You Ready to be part of the team?

If you’re interested in this opportunity, please submit your cover letter and resume to careers@travelbrands.com.

We thank all applicants for their interest; only those selected for further consideration will be contacted.

We may use artificial intelligence (Al) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.

These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.