Travel Service Advisor Specialist - Contact Center

Full Time Clerical /Admin Supp Remote, Toronto, ON, CA 1 Attachments

Location : Remote, must be located and authorized to work in the United States or Canada

ABOUT GLOBUS FAMILY OF BRANDS

With 98+ 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.

Generous benefit package including travel benefits and retirement.

THE ROLE

The Service Advisor serves as the primary post-booking support resource for travel advisors and agency partners, delivering exceptional service through phone, email, and CRM channels. This role assists with reservations, account servicing, travel documentation, and travel readiness while providing accurate guidance on destinations, policies, and travel requirements. The Service Advisor builds trusted relationships with advisors, resolves service issues, manages follow-up activities, and collaborates across departments to ensure a seamless travel experience for clients. Success in this role requires strong communication skills, attention to detail, product expertise, and a commitment to delivering personalized, responsive service that reflects the organization's core values.

EDUCATION & EXPERIENCE PREFERRED

• 1 year + of experience in sales, customer service, travel, hospitality, or a contact center environment.
• Strong communication, customer service, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced, performance-driven environment.
• Experience using CRM systems, Microsoft Office, and business technologies.
• Strong organizational, follow-up, and schedule adherence skills.
• Travel industry experience preferred.

THE POSITION

• Fulfills our commitment to travel advisors by demonstrating our core service values: We are the Experts, Working with our Family is Fun, We are More than Just Vacations, We Make it Personal, and We Are Always Here for You.
• Creates a positive advisor experience through phone and email interactions, building confidence and trust in our services while supporting advisors and their clients throughout the travel journey.
• Handles inbound and outbound service calls and emails to assist travel advisors with reservations, account servicing, travel documentation, and pre-travel needs.
• Handles Inbound sales calls as needed due to volume and Customer Experience Center needs.
• Serves as the primary post-booking support resource for travel advisors and agency partners, ensuring their clients are prepared for travel.
• Ensures travel advisors receive accurate, timely, and high-quality information regarding bookings, destinations, policies, and travel requirements.
• Resolves advisor inquiries and service concerns by researching issues, evaluating options, and providing effective and positive resolutions.
• Maintains expertise in products, destinations, supplier policies, and service procedures to effectively support advisor inquiries and client needs.
• Manages assigned activities within Dynamics 365 (CRM) to ensure advisor requests, booking follow-up activities, and travel readiness requirements are completed accurately and on time.
• Handles account servicing functions including Work Process Messages, schedule change notifications, guest acknowledgments, passport and visa requirements, TSA information, and other travel-related documentation and communications.
• Responds promptly to advisor email inquiries, website-generated requests, and service-related communications.
• Develops strong working relationships and fosters collaboration with internal departments to effectively support advisor and client needs.
• Contributes to team goals by participating in special projects, process improvements, and departmental initiatives.
• Demonstrates detailed program knowledge and strong interpersonal skills while managing complex service situations and special assignments.
• Provides backup support for inbound advisor service and sales calls during periods of high call volume or staffing needs.
• Builds and maintains strong relationships with travel advisors through proactive communication, responsiveness, and a commitment to delivering exceptional service

THE DEPARTMENT

The Customer Experience Center is dedicated to our mission of creating happy guests by delivering exceptional sales, service, and support across every stage of the travel journey. The department drives revenue growth while building lasting relationships with guests, travel advisors, group leaders, and charter partners. The Customer Experience Center serves as a trusted resource for guests and travel advisor partners. The team provides expert guidance during the planning and booking process, delivers responsive support before departure, assists with travel-related needs while guests are on trip, and offers post-trip support to ensure satisfaction and loyalty. By combining sales expertise with exceptional service, the Customer Experience Center creates seamless travel experiences, strengthens relationships, and drives growth for the US & Canada markets

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.