Travel Consultant - Onsite Saint John

Cloud5 Communications • City of Saint John, NB

1d • Onsite

About The Position

The Cloud5 Travel Consultant provides exceptional service to our client’s premium Card Members, delivering a seamless and personalized travel experience. This role is responsible for assisting with a variety of travel needs, including modifying existing itineraries, coordinating new travel arrangements, and offering tailored recommendations for hotels, dining, car rentals, and airfare. As a trusted resource, the Travel Consultant maintains a strong understanding of the client’s benefits program, ensuring all recommendations and solutions are aligned with each Card Member’s preferences and entitlements. The role requires a proactive approach to resolving customer concerns, enhancing the overall service experience, and reinforcing the client’s brand through consistent, high-quality interactions and thoughtful follow-up. Successful candidates demonstrate adaptability, reliability, and a keen attention to detail, along with a strong commitment to delivering elevated, white-glove customer service. This position plays a key role in driving customer satisfaction and loyalty through every interaction.

Requirements

• Exceptional communication skills both written and verbal
• Proven ability to break down complex issues into manageable parts to find logical solutions for the customer
• A passion for building customer loyalty through active listening, building rapport, and providing exceptional customer care
• Experience in demonstrating resiliency in assisting a high value client base
• Proven ability to provide extraordinary and empathetic customer service
• Resilient and composed under pressure and constantly evolving circumstances
• A systematic approach to solving complex problems by gathering and capturing the correct details
• Technically proficient and experienced with computer applications and personal devices, with the ability to navigate PC and basic Microsoft Office tools with ease
• Flexibility to work all shifts, including nights, weekends and holidays
• Must consent to and pass a background check
• Must be legally entitled to work in Canada (Citizen or Permanent Resident)

Nice To Haves

• Previous experience in a call center, sales, or hospitality environment (asset)

Responsibilities

• Deliver efficient, accurate and personalized customer service via in-bound call servicing
• Accurately and consistently adhere to regulatory requirements emphasized in the training journey
• Investigate and provide necessary solutions for complex scenarios
• De-escalate a customer’s stress when unforeseen travel situations arise
• Consult and understand customer needs to deliver a personalized experience
• Plan, modify, and carry out personalized travel itineraries, through booking domestic and international flights, car and/or hotel travel arrangements
• Educate customers on benefits, product offerings, and self-service options relevant to the customer’s travel needs
• Put the Customer’s experience at the forefront of everything we do, earning their dedication
• Complete all assigned training as necessary

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED