Customer Service Representative

  • Travelliance
  • Brampton, ON, Canada
  • 07 Dec, 2017
Permanent - Full time Call Center CustomerService

Job Description

Job Description

Job Title: Customer Service Representative I

Department: Reservation Center

Reports To: Reservation Supervisor

FLSA Status: Non-Exempt


The Customer Service Representative I must enjoy customer service, handling incoming and outgoing calls. He or she must have the ability to use various computer programs including Microsoft Office and Internet. They must project a professional image through phone interaction. They need to be able to troubleshoot problems and provide efficient and accurate answers to our client's inquiries. This position also requires handling administrative duties such as faxing, copying, filing, and compiling research

Essential duties and responsibilities include the following (other duties may be assigned):

  • Process inbound and outbound calls from all clients and suppliers with a high standard of professionalism
  • Process requests from all clients in a timely manner per the defined service levels
  • Obtain and evaluate all relevant data to handle complaints and inquiries
  • Identify, research, and resolve all customer issues
  • Complete irregularity reports or status reports as defined
  • Attendance and participate in department and team meetings as needed
  • Work shifts, weekends, and holidays as scheduled following the department attendance and time off request process
  • Escalate any and all issues or concerns to the acting supervisor for research
  • Book flights and rental cars for all clients if applicable
  • Ability to comply with internal policies and procedures


  • Excellent communication skills both verbal and written
  • Strong PC skills with a typing speed of at least 30 wpm and strong Internet navigation skills
  • Demonstrate the ability to learn and navigate multiple PC and web based applications
  • Proven ability to provide excellent customer service
  • Ability to work in an environment with client driven volumes and activities
  • Ability to work in a high volume, high pressure, deadline-oriented environment
  • Ability to work independently and as a contributing team member
  • Excellent telephone voice in terms of tone, clarity, pronunciation, and proper use of grammar
  • Strong listening, problem solving, and multi-tasking skills
  • Consistent in attendance and stable work history.
  • Previous crew scheduling, hotel, and/or customer service experience is a plus


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or GED Certificate is required. Some college education is preferred but not required. Some customer service or call center experience is preferred but not required.

Company Description Travelliance is the worlds leader in airline and workforce lodging logistics, with the industry's largest hotel database. No matter where you need to travel, your crews, executives, teams and even disrupted passengers will always find safe, clean, comfortable rooms waiting.