Travel Customer Service Representative

Join to apply for the Travel Customer Service Representative role at TELUS Digital
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Are you looking for a new opportunity to expand your knowledge and career in the travel industry? We are looking for strong individuals with shining personalities that have a passion for going the extra mile and building positive relationships. This is an ideal opportunity for an exciting career in the world of travel that redefines what great service truly means.

• Provide extraordinary customer service to Premium card members.
• Plan, research and execute customized travel experiences.
• Build professional relationships and rapport with Premium card members to deliver personalized customer experiences.
• Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies).
• Follow‑up communications with card members (email, outbound call) to complete reservations and notify of schedule changes.
• Resolve issues that may arise with card members with urgency and proper supervision.
• Commit to high‑quality customer service by ensuring calls and emails are resolved in a timely and professional manner.
• Deliver the brand promise every day.
• Handle scheduling for a 40‑hour work week during any day/any shift as needed, including the following operation hours: 9:00 am – 1:30 am PST, 12:00 pm – 4:30 am EST, 7 days a week (subject to change). Training schedule: 10:00 am – 6:30 pm PST, Sunday – Thursday for up to 14 weeks (subject to change).

• Minimum 1–2 years of strong customer service experience.
• Personal travel experience and passion for travel.
• Knowledge of international and domestic geographical locations, proper spelling, points of interest.
• Strong computer and internet navigation skills.
• Strong service mentality with willingness to go above and beyond for every customer.
• Confidence and knowledge in servicing Premium customers during all interactions.
• Resilience and tenacity to overcome negative interactions and effectively problem‑solve.
• Consultative and critical thinking skills; ability to listen to and anticipate customer needs and provide confident recommendations.
• Can‑do attitude, curiosity and healthy competitiveness.
• Adaptability and ability to think on the feet to accomplish goals.
• Self‑reliant, able to thrive under pressure to handle critical situations.
• Creative problem‑solving and ability to think outside the box.
• Reliability and integrity; enthusiasm and commitment to work.
• Team player who can also work independently.
• Excellent grammar, pronunciation and verbal/written communication skills.
• Robust multi‑tasking skills (e.g., able to log calls and interact with customers simultaneously).
• Resourceful in finding answers with tools, best practices and creative thinking.
• High professional standards and ability to work with diverse personalities.
• High school diploma or equivalent.

• Previous call center experience.
• Previous hospitality experience.
• Experience booking travel using professional booking tools.

All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period. This position is not a remote or work‑from‑home role.

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors.

With global call center delivery capabilities, our multi‑shore, multi‑language programs offer safe, secure infrastructure, value‑based pricing, skills‑based resources and exceptional customer service – all backed by TELUS, our multi‑billion‑dollar telecommunications parent.
Equal Opportunity Employer

• We passionately put our customers and communities first.
• We embrace change and innovate courageously.
• We grow together through spirited teamwork.
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