Operations Specialist

Job Description

As an integral member of the Operations & Customer Care Team, the Operations Specialist ensures that the Kensington Tours standards for customer service excellence are maintained throughout the various touch points of the customer’s life cycle. This includes pre-departure booking functions and quality control and potentially assisting post-trip NPS communications.

As a specialized member of the team, this role primarily assists with delivering high-touch client support including the operations assistance of an itinerary pre-trip, evaluation of booked services through our DMC partners and other escalated concerns, including ensuring the trip file is accurate and complete prior to the client’s departure.  Secondary actions within the role have the potential to include post-trip analysis and incident management.  As a member of the team with client engagement expertise, this role actively participates in the development of the department and in the ongoing mentorship and training of new staff and/or interns.   A role that will have regular interaction with our sales teams and DMC partners by phone and email as well as our clients by email. The successful candidate is highly detailed, an exceptional problem solver, is a polished communicator and understands the importance of delivering superior service to all of the stakeholders.

Responsibilities:

• Work alongside sales team in pre-trip itinerary review process
• Overseeing quality control on service confirmations, itinerary logistics and client information gathering
• Communicate daily with our DMC partners & sales teams on completion and accuracy of itinerary file prior to client’s trip
• Work as liaison between the Finance department and Sales team to assist with the creation and application of client travel credits to client trip files
• Assist in assigning new agent and client quote requests arriving from external channels to sales team for actioning
• Occasionally update bookings in proprietary booking system with supplier confirmations and arrange for supplier payments where necessary.
• Occasionally process bookings that require direct communication with the service provider – bed bank, direct hotels, RailEurope and customized hotel bookings as necessary
• Collect testimonial friendly client feedback from surveys, obtain approval for use, edit and categorize into regions
• Working with Director of Operations to assist with the development of onboarding training plans as well as provide mentorship to interns and new hires
• Provide insights and recommendations for improvements to work flows and processes
• Develop and maintain an efficient and effective level of use with the proprietary booking system for Quality Control and Customer Care purposes
• Potential for assistance with post-trip NPS analysis and incident management communications with clients- investigates claims with vendor and Destination Experts, determines appropriate response and monetary compensation if necessary
• Determination of validity of client credits with recommended values
• Coaches and provides feedback to the Customer Care team to support the NPS and Detractor process
• Provides recommendations for process improvement to the Director of Operations.
• Conduct timely communication with clients identified as “Detractors” in the NPS survey and clients to whom we have not yet received feedback, with the intent of understanding the issue and of being able to recommend resolution. This role will facilitate the NPS communication to all clients (not just those identified as “passive” or “detractors”)
• Work with the Director of Operations to resolve escalating NPS communications
• Other client touch points, incident support or Customer Care Team Support when and where required
• Adhoc projects as assigned

Qualifications

• Minimum of 2 years in a Sales support role and environment
• Demonstrated mastery of department processes, procedures and systems
• A can do, self-starting attitude
• Excellent organization and time management skills with the ability to take on additional projects when required
• Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically and professionally at all times
• Exceptional customer service orientation.  Exhibits service excellence in all interactions with internal and external customers
• Demonstrated experience with critical incident management or providing operational support an asset
• Demonstrated experience with complaint/issue resolution with the ability to make decisions quickly and confidently preferred
• Proven critical thinking and problem-solving skills
• Superior attention to detail – experience with Quality Control/Data Management an advantage
• High degree of resourcefulness, flexibility, and adaptability
• Ability to thrive in a fast paced, high performance culture
• Ability to provide after-hours support on a rotational basis
• A positive, engaged and collaborative team player

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.