Digital Support Specialist

Remote must be located and authorized to work in the USA or Canada

ABOUT GLOBUS FAMILY OF BRANDS

With 97+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers. 

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.  

THE DEPARTMENT 

Customer Care is tasked with growing the Trade side of the business through multiple sales channels; retail travel sellers (primary channel), 3rd party re-sellers and group sales.  The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Digital Support, Trade Groups, Training, Sales, Service, and Guest Resolution.  

THE TEAM 

Customer Care Support supports the creation of happy guests by serving internal Gfob associates and our Travel Agent partners. They not only execute on initiatives to improve the behavioral, technical, and functional aspects of the current day to day, but they also hone-in on personal and professional growth in preparation for the resilient future of travel while maintaining a pulse on all Customer Care departments and the needs of their associates. The role of Customer Care Support is to scale valuable output and consistently improve results at all levels by planning, coordinating, and directing learning, knowledge, change, and performance management activities in pursuit of higher ROI’s, leading to greater revenue.

THE ROLE

The Digital Support Specialist role serves to create happy guests by providing Travel Advisors and guests the help they need with tools, processes, products, and reservations. They are a liaison between our Travel Advisors and internal departments such as air, operations, finance, and other departments to assist with a sale or any issues affecting reservations. 

THE POSITION

The Digital Support Specialist is responsible for the following:

• Receiving and acting on inbound emails and chats via contact center tools to resolve reservation-related issues, requests, or assisting with a sale.
• Receiving inbound technical support calls via contact center tools from Travel Advisors and Guests specific to our websites, Travel Agent Portal, MySites, Online Reservation Systems, including GCS bookings and the India office.
• Effectively responding to travel agent inquiries sent electronically by maintaining knowledge of the products, competitive key differences, and destination expertise while reaching and exceeding service level agreements.
• Reporting back to Knowledge Management on areas of opportunity for the Knowledge Base (Atlas).
• Handle specialty accounts like GCS & assist with TourRadar working in the BCP (Online Portal owned by TourRadar). 
• Expressing ideas for process improvements to increase flexibility, reduce administrative costs, and increase interactivity with customers.
• Developing business relationships and fostering a spirit of cooperation with Gfob departments and offices as needed to serve the needs of the customer and travel agents.
• Completing specialty projects as needed to support operational efficiencies while reducing cost.
   

REQUIRED SKILLS AND QUALIFICATIONS

• A minimum of six months in a customer service capacity within a call center environment in a position of resolving problems and handling projects.
• Technical and functional skills using a variety of computer and telephony applications. 
• Ability to type at least 60 words per minute.

PREFERRED SKILLS AND QUALIFICATIONS

• The preferred candidate will hold an associate degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience in customer service, sales, or travel industry; or equivalent combination.
• Product knowledge of Globus family of brands products, services, policies, and features.
• Ability to work in a call center environment that includes structure, shifts, performance measurements, etc. 
• Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status 

Lontours Canada Limited welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.