Bilingual (EN/FR) Travel Assistance Advisor

Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world. Be a part of the solution.

About the role

As a Travel Assistance Advisor, you will be responsible for directly assisting Canadian travellers who are experiencing medical emergencies, interruptions, and loss of personal items abroad. Our Travel Assistance Advisors are the heartbeat of our customer experience. This isn't your typical contact centre role – it's an opportunity to be a digital-savvy problem solver, a compassionate guide, and a brand ambassador all rolled into one.

Note: this role will require shift flexibility, including, but not limited to days, afternoons, and intermittent weekends and holidays. 

What you'll do

• Become a master of omni-channel communication, effortlessly switching between chat, email, phone, and emerging digital platforms to meet our customers where they are.
• Connect sick and injured travelers to medical treatment with a telemedicine physician, or to nearby clinics and hospitals.
• Leverage your in-depth knowledge of insurance products to ensure customers understand their travel coverage.
• Be the calm in the storm for travelers facing emergencies abroad, providing empathetic support and swift resolution
• Transform complex travel and insurance queries into clear, actionable solutions
• Continuously expand your expertise in travel trends, insurance products, and digital technologies
• Be available to work various shifts, including intermittent evenings and weekends

The skills you bring

• Knowledge of travel insurance, claims management, and/or customer service is preferred
• Contact Centre experience is an asset
• Knowledge of medical terminology or health care administration is an asset
• Proficiency in a second language (French, Spanish) is an asset

What’s in it for you

• Competitive Salary, health and dental benefits.
• Opportunities for professional growth and development.
• Flexible vacation & work hours.
• Paid sick time.
• A supportive and collaborative work environment.

What’s important to us

• Looking around corners: We want people who can anticipate challenges and opportunities, act with a sense of urgency, and take ownership of their work and outcomes.
• Creative problem solving: We want people who can think outside the box, generate novel ideas, and find effective solutions to complex and dynamic problems.
• Understand and exceed client and consumer expectations: We want people who can listen to and empathize with our clients and consumers, deliver high-quality products and services, and seek continuous feedback and improvement.
• Be a team player: We want people who can collaborate and communicate well with others, respect diversity and inclusion, and contribute to a positive and supportive work environment.

Xodus Travel Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at talent@xodus.ca. Our Talent Acquisition team reviews all applications and a hiring manager always makes the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.