- Experience
- Any
- Salary
- CAD 40,000 – CAD 60,000 / year
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- Work from home
- Resume
- Required to apply
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Job description
About the Role
G Spa Travel S.A.S. is seeking a Customer Support Specialist to join their Canada-based team remotely. This role centers on managing issue resolution, escalation processes, and service recovery to ensure accuracy of source data, adherence to deadlines, and clear visibility of status from initial intake through to final handoff. The position emphasizes strong use of Customer Relationship Management (CRM) systems, effective customer communication, ticket tracking, and adherence to the Renata Travel Destination Management Company (DMC) workflow specific to Canadian operations.
Core Responsibilities
- Handle assigned customer support tasks within the Canada workflow, focusing on resolving issues, following up, and enhancing the overall customer experience while maintaining traceable source data accuracy.
- Review incoming inputs alongside escalation management and destination management operations for Italy and Mediterranean regions, identifying incomplete or inconsistent information prior to progressing to the next stage in Canada's workflow.
- Monitor ongoing actions through service recovery and customer service reporting, ensuring ownership and deadlines are clearly tracked and controlled.
- Record decisions and handoffs meticulously to allow seamless continuation of work by other team members without needing to reconstruct prior history.
- Support quality assurance processes using issue resolution techniques, and escalate exceptions when status evidence is unavailable or insufficient.
Success Criteria
Strong performers in this position reinforce source data accuracy, maintain deadline control, and ensure status visibility at all times, with unresolved matters assigned an active owner and completed tasks leaving a verifiable evidence trail.
Candidate Fit
- Demonstrated practical expertise in handling issue resolution, escalation management, and customer experience within remote workflows focused on Canada.
- Clear and effective written communication skills for documenting ownership, status updates, and next steps.
- Comfortable working with customer-focused, support-oriented specialized executions, maintaining thorough and accurate records within the CRM environment.
- Sound decision-making skills relating to service recovery and escalation processes within the context of incoming destination management work for Italy and Mediterranean destinations integrated into Canadian operations.
Position Details
- Full-time employment at an associate level.
- 100% remote work environment within Canada.
- Annual base salary ranging between $40,000 and $60,000.