Chat Consultant Digital - Dedicated Evenings
On-siteAlberta, Canada
Job Summary
Manage multiple customer interactions across chat and phone channels, adapting to business needs and service demand. Deliver personalized service through written and verbal communication while maintaining a consistent, premium customer experience. Research and recommend curated travel, dining, entertainment, and lifestyle experiences using online resources. Coordinate and secure reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, and special events. Utilize program expertise to identify and provide exclusive benefits, upgrades, and tailored recommendations. Communicate professionally with customers, vendors, partners, and service providers via chat, phone, and email to fulfill requests and resolve issues. Maintain current knowledge of popular destinations, restaurants, events, travel trends, and lifestyle offerings to provide informed recommendations. Effectively manage and de-escalate customer concerns across both channels, particularly during unexpected travel disruptions or time-sensitive situations. Consistently meet established service-level expectations, including response times, call handling expectations, follow-up commitments, and white-glove service standards. Address customer objections with empathy and professionalism while presenting alternative solutions aligned to their needs and preferences. Adhere to established compliance procedures and reservation protocols to ensure accuracy, quality, and risk mitigation. Utilize a variety of communication and service technologies, including chat platforms, soft-phone systems, email, web browsers, and other digital tools. Stay informed on program enhancements, promotions, policies, procedures, and service updates to ensure accurate customer guidance. Complete all required training programs and professional development activities to maintain role proficiency and service excellence.
Required Qualifications
- Proven ability to deliver premium customer service through both written and verbal communication
- Strong written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally in English
- Ability to interpret customer tone and needs and provide personalized, empathetic support
- Interest in travel, lifestyle services, dining, and global destinations
- Strong computer proficiency with the ability to navigate multiple systems and tools simultaneously
- Excellent problem-solving, time management, prioritization, and multitasking skills in a fast-paced environment
- Resilient, adaptable, and composed when managing complex situations and changing priorities
- Strong interpersonal and consultative skills, with the ability to make confident recommendations and build customer rapport
- High level of integrity and discretion when handling sensitive customer information
- High School diploma or equivalent
- Must consent to and pass a background check
- Must be legally entitled to work in Canada (Canadian citizen or permanent resident)
- Flexibility to work a variety of shifts, including evenings, overnights, weekends, and holidays, with the ability to support both voice and digital channels as required
Desired Qualifications
- Experience in travel, hospitality, luxury customer service, concierge services, or sales
- Experience with dining reservation platforms and/or Global Distribution Systems (GDS)
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