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Bilingual Reservation Agent, Call Centre

Position: Bilingual Reservation Agent, Call Centre

Department: FIT

Reports to: Supervisor, Reservation Department

Status: Full-Time

Location: Canada, Remote

The Opportunity

The Call Centre Reservations Agent is responsible for handling customer inquiries, managing reservation modifications, and processing new bookings. The role focuses on achieving sales targets, contributing to call centre KPIs, and consistently delivering excellent customer service.

How You Will Be Spending Your Time

  • Generate revenue to contribute to overall objective
  • Answer calls in a timely, courteous and professional manner
  • Provide excellent customer service
  • Enforce active selling skills to close a sale
  • Process bookings with accuracy and detail
  • Consistently meet individual performance targets
  • Stays current on products, services, promotions, procedures and technology
  • Identify and solve challenges
  • Contribute to continuous departmental improvements
  • All other related tasks as required or assigned by management

The Skills, Experience and Requirements You Need to be Successful

  • Excellent communication skills, Must be Bilingual - French and English
  • Travel/Tourism school diploma or equivalent related travel industry experience
  • 1-2 years of on-the-job experience and/or performing similar duties required
  • Excellent customer service skills and interpersonal skills
  • Professionalism and patience
  • Team player but able to work autonomously
  • Ability to work under pressure and meet deadlines
  • Excellent selling skills and results driven
  • General knowledge in geography
  • Knowledge of the travel industry
  • Computer knowledge - Microsoft Office, Sabre - and ability to learn new software
  • Knowledge of Sabre (an asset)

Working conditions

  • Call Centre environment – home-based
  • 37.5 hours per week
  • Rotating shift schedule (including days, evenings, and weekends)
  • Call Centre hours of operation: 
    • Monday to Friday: 9:00 a.m. – 8:00 p.m.
    • Saturday: 10:00 a.m. – 4:00 p.m.
    • (Note: Call centre hours are subject to change based on the needs of the business.)

Crew Advantages

  • Competitive salary
  • 2 weeks’ vacation
  • Medical and dental benefits
  • 9 additional paid days [1 birthday; 5 sick days; 2 personal days; 1 volunteer day]
  • Employer RRSP contribution program
  • Awesome travel benefits for you, your friends and family
  • Employee Assistance Program for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike.

Are You Ready to be part of the team?

If you’re interested in this opportunity, please submit your cover letter and resume to careers@travelbrands.com.

We thank all applicants for their interest; only those selected for further consideration will be contacted.

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.