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Job summary

The Contact Centre Agent is responsible for converting qualified leads into bookings through a consultative sales approach across multiple digital and phone channels. They must manage their sales pipeline in Salesforce, drive revenue through upsells, and maintain high standards of guest satisfaction and service.

Job details

ABOUT US At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in. OUR VALUES Everything we do is guided by our five shared commitments: Value Every Voice - We put people first. Act with Integrity - We do what’s right. Explore Beyond Boundaries - We’re driven by curiosity. Own the Outcome - We take responsibility for our decisions. Succeed Together - We’ve got each other’s backs. THE OPPORTUNITY As a Contact Centre Agent – Contiki, you are a critical link between curiosity and conversion and one of our guests’ most important points of contact with the brand. You’ll serve as a trusted advisor, guiding prospective guests through the vacation planning journey with confidence, enthusiasm and expertise while creating an exceptional guest experience. You’ll manage inbound contacts and leads across phone, email, electronic leads and web chat, actively engage warm prospects, and support outbound sales initiatives when required. Using a consultative, relationship-based sales approach, you’ll identify each guest’s needs, recommend the right travel experience, and turn interest into bookings. If you’re energized by closing sales, delivering standout guest experiences, and growing in a fast-paced, customer-first environment, we invite you to join our high-performing sales team. Here, sales enablement meets purpose — and your success fuels our guests’ unforgettable journeys. KEY RESPONSIBILITIES Convert qualified leads into bookings by engaging with guests through phone, email, electronic leads and web chat using a strategic consultative sales approach. Own your sales pipeline in Salesforce—log all activity, track follow-ups, and manage your portfolio of opportunities to closure. Drive revenue by capturing sales opportunities, maximizing appropriate upsell opportunities, and supporting outbound and remote sales initiatives when required. Maximize performance through disciplined lead follow-up, thoughtful discovery, and consistent outbound re-engagement Deliver exceptional service while achieving KPIs tied to conversion, retention, call quality, and guest satisfaction. Maintain accurate customer records by ensuring client names, addresses, contact information and other relevant details are kept up to date within company systems. Stay current on product offerings, brand promotions, company policies, procedures and travel trends to maintain expertise and credibility. Contribute to team success by actively participating in ongoing training and development, sharing best practices, and supporting team and business needs during peak periods. Build loyalty and repeat business through personalized service, professional care and long-term relationship building. Support broader business needs on a seasonal or rotational basis as required. Requirements What You Bring Goal-Oriented – You thrive in a target-driven environment, take accountability for your individual sales and service metrics, and love achieving — and exceeding — goals. Customer-Centric – You anticipate and recognize customer needs and are committed to creating positive, seamless guest experiences. Consultative Selling – You ask smart questions, listen actively, identify customer needs, and confidently guide customers toward the right-fit travel experience. Attention to Detail – You understand that accuracy and thoroughness are essential to delivering quality customer experiences. CRM & Technology Fluency – You’re comfortable navigating CRM and computer systems to manage leads, maintain accurate customer information, track activity and drive conversions. Experience with Salesforce is an asset. Relationship Builder – You’re authentic, engaging and skilled at building trusting relationships that drive loyalty and repeat business. Strong Communicator – You have excellent written and verbal communication skills and are comfortable engaging with customers over the phone, email and digital channels. Team Player – You share wins, collaborate generously, embrace ongoing learning and contribute to a positive sales culture. Experience – You bring 1–2 years of experience in a customer service, sales or similarly customer-focused environment. Education – A High School Diploma or GED is required. Completion of a Travel and Tourism Diploma is an asset but not essential. Language Skills – Fluency in French is considered an asset. Hybrid Work Environment – You’re comfortable working in a structured, performance-driven hybrid environment. This role requires one day per week in the office, with the remaining scheduled days worked remotely, subject to business needs. Schedule Flexibility – You’re adaptable and able to support a 7-day contact centre operation through rotating shifts, including mornings, evenings, weekends and occasional public holidays based on business needs. Peak Season Commitment – You’re willing to step in during high-volume periods and support overtime needs when demand increases. Industry Commitment – You’re open to becoming TICO Certified (Travel Industry Council of Ontario) within your first 60 days of employment, with TTC covering the cost of your initial certification attempt. Ability to start full-time if hired, on November 2, 2026. What We Offer You Competitive Compensation - $19.35 CAD/hour plus performance-based incentives. Earn More with Uncapped Incentives: Along with a base rate of $19.35/hour, this role offers uncapped performance-based incentive opportunities. High performers typically average about $10,000 in additional annual incentive earnings, with top performers earning even more. Growth Opportunities - Access to a learning budget, professional training programs, and career advancement pathways. Purpose-Driven Perks - Paid volunteer days and participation in sustainability-focused initiatives. If you require accommodation due to a disability, please notify us in advance so that we can make appropriate arrangements to support your needs. The Travel Corporation may use automated tools, including AI, to support parts of the recruitment process, such as screening or assessing applications.

What you’ll do

The Contact Centre Agent is responsible for converting qualified leads into bookings through a consultative sales approach across multiple digital and phone channels. They must manage their sales pipeline in Salesforce, drive revenue through upsells, and maintain high standards of guest satisfaction and service.

Requirements

Candidates must have 1-2 years of experience in customer service or sales and possess strong communication and CRM skills. A High School Diploma or GED is required, and candidates must be willing to obtain TICO certification within 60 days.

Benefits

• Uncapped performance-based incentives • Learning budget • Professional training programs • Career advancement pathways • Paid volunteer days • Sustainability-focused initiatives

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• adaptability · Preferred
• CRM Management · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Upselling · Preferred
• Relationship Building · Preferred
• Salesforce · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Consultative sales
• Customer service
• CRM management
• Salesforce
• Lead conversion
• Relationship building
• Communication
• Attention to detail
• Target-driven
• Problem solving
• Time management
• Adaptability
• Upselling
• Outbound sales
• Inbound sales
• Travel industry knowledge
• Lead Follow-Up
• Sales Pipelines
• Accountability
• Tourism
• Sales Prospecting
• Digital Channels
• Curiosity
• Planning
• Sales Enablement
• Customer Relationship Management
• Call Center Experience
• Customer Service
• Consultative Selling
• Training And Development
• Personalized Service
• Sales
• French Language
• Key Performance Indicators (KPIs)
• Relationship Building
• Verbal Communication Skills
• Enthusiasm
• Detail Oriented
• Goal-Oriented

Job areas

• Sales
• Customer Service & Support
• Hospitality
• Contact Center Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives