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Customer Service Consultant ( Reservations Call Centre )

Job Title : Customer Services Consultant ( Call Centre- Reservations )

Reports to Contact Centre Manager and takes direction from local Supervisor

Role Objective

To achieve sales of Scenic and Emerald Waterways’ products by taking responsibility for handling enquiries, booking and amending reservations. Representing Scenic Cruises’ core products to travel agents and direct consumers in Canada and USA by providing 5 star services to external and internal customers who contact Scenic’s Customer Service Centre (CSC).


Receive inbound telephone calls, web and email requests from customers in relation to enquiries and/or bookings of Scenic and Emerald Waterways’ product range.
Accurately identify customer requirements and offer solutions
Produce air/land quotations and booking advices accurately and in a timely manner.
Assist & educate team members and travel agents by sharing knowledge.

Execute all booking procedures in a timely and accurate manner.
Make suggestions and give feedback
May be asked to specialise in Inbound, Outbound, Flights, Quality Assurance or Documentation tasks.
Understanding and compliance of all Scenic policies and procedures
Participate in team meetings and training sessions
Participate in company annual performance reviews


Required Skills/Qualifications

Able to work legally in Canada.

Use customer service and selling skills to seek customer commitment to buy and close the sale.
Demonstrated ability to learn new products, maintain product knowledge and assimilate new job related information (Practical Learning)
Maintain competence in Scenic and Emerald Waterways’ Domestic and International products.
Active listening and questioning skills.
Experience in a customer service environment
Advanced verbal and written communication skills, including the ability to portray an articulate, professional image to a broad range of customers
Sound Computer and multitasking skills

Ability to understand the context in which Scenic and Emerald Waterways operates and a demonstrated willingness to contribute to the development of company goals
Ability to contribute positively in a team environment; strong team player.
Strong initiative and the ability to set priorities, make decisions, take appropriate action and operate with minimal guidance or supervision.
Accuracy and attention to detail while working under pressure.
An ability and willingness to work towards company goals and values while exhibiting honesty, integrity and fairness
Weekdays and must be available weekend hours as necessary
Travel Industry experience required
Flexibility and adaptability in a changing environment

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