Bilingual Traveller Support Specialist

Bilingual Traveller Support Specialist (Customer Service)
EF Educational Tours
Entry Level, Full-Time
Starting Date: Monday January 19th
Location: Toronto, ON - Hybrid

EF Educational Tours helps teachers change their students’ lives through educational travel. And frankly, EF does student travel better than anyone else. EF itineraries are more than just places to go and things to see. Experiential learning has been at the heart of our programs since the company started, which allows us to spark connections and inspire curiosity, confidence, and self-awareness in teachers and students from across Canada. Our mission is to open the world through education – by helping people see new places, experience new cultures, and learn new things about the world and about themselves.

As a Traveller Support Specialist, you will work with student travelers and their parents from across Canada to provide exceptional customer service and help them confidently prepare for their upcoming tours. Your role will be primarily phone-based, but you will also handle administrative tasks, such as responding to customer emails, preparing tour and travel related supporting documentation while maintaining a beautiful customer experience. If you have a passion for travel and enjoy speaking and sharing about all concepts surrounding travel, we want to hear from you!

What You’ll Do:

• We'll be counting on you to:
• Provide high quality customer support via all communication channels (email, phone and live chat), in a timely and professional manner
• Collaborate with our sales and operations teams to anticipate and resolve problems on behalf of customers, as well as perform day-to-day account maintenance to ensure a beautiful customer experience
• Work with a solutions-oriented approach, troubleshooting & problem solving for customer complaints and inquiries efficiently and successfully
• Escalate queries and issues in a timely manner when needed by liaising with key stakeholders and collaborating with other departments
• Manage and complete multiple high-priority responsibilities on a daily basis - multitasking masters, we’re looking for you!
• Be willing to enthusiastically take on new projects at any time, providing support and assistance as needed to ensure the team is able to operate seamlessly

Who You Are:

• People from all different backgrounds have thrived in this role. What they have in common is that they are:
• Always going above and beyond – you know it’s the only way to do things!
• Are an exceptionally good communicator: clear, persuasive, motivating, and trustworthy
• Are motivated and excited by a fast-paced and busy environment involving high phone call and email volume (you won’t be bored for a second in this role!)
• Have fantastic time management, attention to detail, and multi-tasking skills - while still providing excellent accuracy and quality
• Are solutions-oriented, entering each customer interaction with an intent to solve problems and the ability to find creative solutions if necessary
• Have a positive attitude and are a team player
• Don’t subscribe to the phrase, “That’s not my job.”
• Are a lifelong learner who believes in the power of experiential education and are passionate about travel
• Are currently authorized to work in Canada
• Are fluent in English & French

Why You’ll Love Working Here:

Work in our light-filled, conveniently located downtown office where you’ll be part of a fun, fast-paced and collaborative team, working together to make an impact. Did we mention we were voted one of Greater Toronto’s Top Places to Work in 2023? Plus, enjoy free coffee, beer, and snacks! You can also expect:

• The opportunity to travel with our customers for FREE at least once a year! Experience the product first-hand by embarking on one of our unique travel itineraries alongside one of our student tour groups
• Take advantage of our professional growth and learning opportunities, including monthly trainings, workshops, and inspiring talks with global leaders and experts
• Participate in social networking opportunities by joining one of our many employee-run social groups, like book club or movie club, or any of our “EFinity” groups, like Black@EF, LGBTQ+@EF, Indigenous@EF, API@EF, and Parents@EF
• Enjoy four weeks paid vacation, to rest, relax or adventure - plus 11 paid holidays
• Grow your savings with a 20% company match on your RRSP contributions (25% after 5-years!)
• Excellent health, dental, and vision coverage, along with life and disability insurance
• Wellness benefits, including an annual $500 healthy lifestyle reimbursement
• EF program discounts including travel, language schools, childcare, and more
• Discounts at local venues and businesses
• Eligibility for our Workplace Flexibility Program: our pilot hybrid work model with up to two days of remote work per week.