Customer Retention Specialist maintaining and developing client relationships. Involves demonstrating the value of Complyworks solutions while ensuring high customer satisfaction.
About the role
- Customer Retention Specialist executing retention strategies at The Travel Corporation. Acting as a subject matter expert, supporting customers through cancellations and complex changes.
Responsibilities
- Notify trade partners and direct guests of Withdrawn, Cancelled, Consolidated Denied & Waitlisted Departures
- Work collaboratively to deliver alternatives while upholding brand integrity, cost-control strategies and sales focused resolutions
- Lead deescalation during emotionally heightened conversations
- Perform revenue retention tasks for denied product requests, duplicate bookings, and waitlist movements
- Cross-sell and upsell across TTC Touring Brands
- Provide tailored rebooking solutions
- Follow up on all non-paid and partially paid bookings impacted by withdrawn or denied departures
- Review, calculate, and report company costs related to saved and lost bookings
- Maintain strong customer and trade partner relationships
- Function as the main point of contact for Travel agents and customers
- Provide clear, empathetic, and sales-focused solutions
- Address customer concerns swiftly and effectively
- Support trade partners by equipping them with tools, information, and resources needed to close bookings and retain guests
- Maintain high accuracy when analyzing and reporting financial impacts
- Conduct proactive audits to ensure all personal agent retention data is clean, correct, and ready
Requirements
- Experience in customer retention, inbound/outbound sales, customer service, or complaints handling (preferred)
- Strong background in deescalation and managing high sensitivity customer issues
- Sales experience (preferred)
- TTC or travel contact center experience is highly regarded
Benefits
- flexibility with shift work is required, including evenings, weekends, and public holidays
- inclusive and accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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Customer Retention Specialist managing customer retention strategies and assisting with bookings in the travel industry. Delivering empathetic support, upselling, and ensuring compliance with company policies.
Customer Retention Specialist working with The Travel Corporation to enhance guest loyalty and satisfaction. Managing bookings and promoting cross - brand opportunities for an exceptional customer experience.
Customer Retention Specialist at The Travel Corporation handling guest bookings, cancellations, and providing empathetic support. Collaborating with trade partners to deliver retention strategies and promote customer loyalty.