Customer Service Representative

We are a dynamic team of entrepreneurs and passionate travellers, working towards building the leading group travel company of choice for North Americans. Our mission is to take the pain out of travel while delivering innovative world-class travel experiences for our customers. Our collections include a rich variety of cultural tours to Europe, South America, Africa and Southeast Asia. Our secret-sauce?

Select destinations, engaging experiences and fully guided tours combine to create a worry-free experience from the time our travellers are picked up at home until they are dropped off at the end of our tour. We want to help travellers indulge in the travel experience of their dreams and build memories to last a lifetime.

Travel is booming and we're looking to grow our team to help keep up with demand! This is where you come in – we need your help reaching travellers and turning them into our happy customers and fanatical promoters! Intrigued by our customer-centric mission? Read on.

Reporting directly to our Head of Traveller Support, you will be responsible for pushing forward Approach Tours’ customer service efforts and will play a critical role in creating positive interactions across all our communication channels (phone, e‑mail, and chat). As part of a close-knit team, you will be the first point of contact for all our post‑booking customers and will collaborate towards executing all day‑to‑day customer‑facing activities required to achieve our deliverables and delight our booked customers.

We believe that being successful in customer service begins with being a customer champion. In this role, you will be responsible for:

As part of a close-knit team, you will be one of the faces of Approach Tours and a point‑person for customer service interactions. You will:

• Oversee the entire customer service process from initial reach-out through to providing a resolution, including pursuing any follow‑up activities
• Follow‑up with active inquiries to provide a complete experience to any customer who contacts us
• Respond in a timely manner to customer inquiries (emails, website forms, chat messages and phone calls), engage with booked customers to build loyalty from day one
• Participate in the maintenance of the CRM database to ensure accurate, clean and consistent data capture

• Establish an empathic and memorable connection with currently booked customers, identify and understand their travel needs
• Provide a superior level of customer service through accurate and timely information on destinations, flights, fares, special offers and other travel products
• Finalize payments for customers, send out tour information through individual or batch mailings
• Proactively review and anticipate future customer desires through the promotion of our strong value proposition, tour experience and supporting products
• Be positive and open to continually enhance the team experience in every way
• Assist other team members as necessary in delivering their portion of the customer experience

• Minimum 3 years of customer service experience
• Fluent proficiency in English - French is an asset
• Passion for creating customer delight
• Ambition for yourself and for our company – believing goals are to be exceeded and celebrated
• Relentless optimism and sees each customer interaction as an opportunity to wow our travellers
• Enjoy the challenge of identifying a travel desire and matching it to a unique experience
• Uncompromising ethics and integrity
• High level of attention to detail, especially in written materials and communications
• Autonomous, self-aware and self-starting
• Collaborates effectively with team members and internal departments to achieve shared goals
• Proactive, takes ownership of projects and enjoys being accountable for results
• Excited about bringing brands to life, and able to adopt a specific brand voice
• Refuse to lose attitude and mindset

• Competitive salary and bonus plans
• Group benefits plan (medical, dental & travel insurance)
• Join some of our tours and experience the Approach difference abroad
• Opportunities for skill development, as well as professional and career growth plans
• Free coffee and tea, as well as surprise free meals and snacks
• Employee Recognition Day, 5 à 7s, and other awesome team activities