A Little About Us
We are a dynamic team of entrepreneurs and passionate travellers, working towards building the leading group travel company of choice for North Americans. Our mission is to take the pain out of travel while delivering innovative world-class travel experiences for our customers. Our collections include a rich variety of cultural tours to Europe, South America, Africa and Southeast Asia. Our secret-sauce? Select destinations, engaging experiences and fully guided tours combine to create a worry-free experience from the time our travellers are picked up at home until they are dropped off at the end of their tour. We want to help travellers indulge in the travel experience of their dreams and build memories to last a lifetime.
Travel is booming and we're looking to grow our team to help keep up with demand This is where you come in – we need your help reaching travellers and turning them into our happy customers and fanatical promoters Intrigued by our customer-centric mission? Read on.
Required
Reporting directly to our Head of Sales & Traveller Champions, you will be responsible for pushing forward Approach Tours' customer service efforts and will play a critical role in creating positive interactions across all our communication channels (phone, e-mail and chat). As part of a close-knit team, you will be the first point of contact for all our post-booking customers and will collaborate towards executing all day-to-day customer-facing activities required to achieve our deliverables and delight our booked customers. We believe that being successful in customer service begins with being a customer champion. In this role, you will be responsible for:
Championing customer interactions
As Part Of a Close-knit Team, You Will Be One Of The Faces Of Approach Tours And a Point-person For Customer Service Interactions. You WillOversee the entire customer service process from initial reach-out through to providing a resolution, including pursuing any follow-up activitiesFollow-up with active inquiries to provide a complete experience to any customer who contacts usRespond in a timely manner to customer inquiries (emails, website forms, chat messages and phone calls), engage with booked customers to build loyalty from day oneParticipate in the maintenance of the CRM database to ensure accurate, clean and consistent data capture
Championing customer happinessEstablish a special connection with currently booked customers and identify and understand their travel needsProvide a superior level of customer service through accurate and timely information on destinations, flights, fares, special offers and other travel productsFinalize payments for customers, send out tour information through individual or batch mailingsProactively review and anticipate future customer desires through the promotion of our strong value proposition, tour experience and supporting productsBe positive and open to continually enhance the team experience in every wayAssist other team members as necessary in delivering their portion of the customer experience
What We're Looking ForMinimum 3 years of customer service experienceFluent proficiency in English - French is an assetPassion for creating customer delightAmbition for yourself and for our company – believing goals are to be exceeded and celebratedRelentless optimism and sees each customer interaction as an opportunity to wow our travellersEnjoy the challenge of identifying a travel desire and matching it to a unique experienceUncompromising ethics and integrityHigh level of attention to detail, especially in written materials and communicationsAutonomous, self-aware and self-startingProactive, takes ownership of projects and enjoys being accountable for resultsExcited about bringing brands to life, and able to adopt a specific brand voice"Refuse to lose" attitude and mindset
What We OfferCompetitive salary and bonus plansGroup benefits plan (medical, dental & travel insurance)Join some of our tours and experience the Approach difference abroadOpportunities for skill development, as well as professional and career growth plansFree coffee and tea, as well as surprise free meals and snacksEmployee Recognition Day, 5 à 7s, and other awesome team activitiesAmazing colleagues that will make time fly by while achieving results
Welcome to a new approach
A Little About Us
We are a dynamic team of entrepreneurs and passionate travellers, working towards building the leading group travel company of choice for North Americans. Our mission is to take the pain out of travel while delivering innovative world-class travel experiences for our customers. Our collections include a rich variety of cultural tours to Europe, South America, Africa and Southeast Asia. Our secret-sauce? Select destinations, engaging experiences and fully guided tours combine to create a worry-free experience from the time our travellers are picked up at home until they are dropped off at the end of their tour. We want to help travellers indulge in the travel experience of their dreams and build memories to last a lifetime.
Travel is booming and we're looking to grow our team to help keep up with demand! This is where you come in - we need your help reaching travellers and turning them into our happy customers and fanatical promoters! Intrigued by our customer-centric mission? Read on.
Required
Reporting directly to our Head of Sales & Traveller Champions, you will be responsible for pushing forward Approach Tours' customer service efforts and will play a critical role in creating positive interactions across all our communication channels (phone, e-mail and chat). As part of a close-knit team, you will be the first point of contact for all our post-booking customers and will collaborate towards executing all day-to-day customer-facing activities required to achieve our deliverables and delight our booked customers. We believe that being successful in customer service begins with being a customer champion. In this role, you will be responsible for:
Championing customer interactions
As Part Of a Close-knit Team, You Will Be One Of The Faces Of Approach Tours And a Point-person For Customer Service Interactions. You Will
Oversee the entire customer service process from initial reach-out through to providing a resolution, including pursuing any follow-up activities Follow-up with active inquiries to provide a complete experience to any customer who contacts us Respond in a timely manner to customer inquiries (emails, website forms, chat messages and phone calls), engage with booked customers to build loyalty from day one Participate in the maintenance of the CRM database to ensure accurate, clean and consistent data capture
Championing customer happiness
Establish a special connection with currently booked customers and identify and understand their travel needs Provide a superior level of customer service through accurate and timely information on destinations, flights, fares, special offers and other travel products Finalize payments for customers, send out tour information through individual or batch mailings Proactively review and anticipate future customer desires through the promotion of our strong value proposition, tour experience and supporting products Be positive and open to continually enhance the team experience in every way Assist other team members as necessary in delivering their portion of the customer experience
What We're Looking For
Minimum 3 years of customer service experience Fluent proficiency in English - French is an asset Passion for creating customer delight Ambition for yourself and for our company - believing goals are to be exceeded and celebrated Relentless optimism and sees each customer interaction as an opportunity to wow our travellers Enjoy the challenge of identifying a travel desire and matching it to a unique experience Uncompromising ethics and integrity High level of attention to detail, especially in written materials and communications Autonomous, self-aware and self-starting Proactive, takes ownership of projects and enjoys being accountable for results Excited about bringing brands to life, and able to adopt a specific brand voice "Refuse to lose" attitude and mindset
What We Offer
Competitive salary and bonus plans Group benefits plan (medical, dental & travel insurance) Join some of our tours and experience the Approach difference abroad Opportunities for skill development, as well as professional and career growth plans Free coffee and tea, as well as surprise free meals and snacks Employee Recognition Day, 5 à 7s, and other awesome team activities Amazing colleagues that will make time fly by while achieving results
Welcome to a new approach!
Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Approach Tours We are a dynamic team of entrepreneurs and passionate travellers, working towards building the leading group travel company of choice for North Americans. Our mission is to take the pain out of travel while delivering innovative world-class travel experiences for our customers. Our collections include a rich variety of cultural tours to Europe, South America, Africa and Southeast Asia. Our secret-sauce? Select destinations, engaging experiences and fully guided tours combine to create a worry‑free experience from the time our travellers are picked‑up at home until they are dropped off at the end of our tour. We want to help travellers indulge in the travel experience of their dreams and build memories to last a lifetime. Travel is booming and we're looking to grow our team to help keep up with demand! This is where you come in – we need your help reaching travellers and turning them into our happy customers and fanatical promoters! Intrigued by our customer‑centric mission? Read on. A Little About You You are an energetic professional with prior content creation and marketing experience and a gift for telling stories on all channels. You love international travel and take pride in influencing others to share in that excitement. You are witty and your writing reflects that by explaining often complex ideas in simple, easy‑to‑digest terms. You have a careful eye for aesthetics and can both lead and execute design projects to create wow‑worthy visuals. You like working in a positive environment and thrive when facing new challenges. You are willing to dive headfirst to ensure success and want your work to have impact. You are looking to build your skills in a permanent, full‑time role. If you’re nodding your head while reading this then we’re looking for you! Your Mission Reporting directly to our Head of Customer Journey, you will play a critical role in growing awareness, activation, and loyalty for Approach Tours through the creation of outstanding content, as well as its effective distribution through social, email, and web channels. In this role, you will be responsible for: Mastering our Brand Starting on day one, you will study our brand voice and imagery, so that every asset or execution you work on is closely aligned with our brand. Content Calendar Execute the brand’s robust content calendar across all channels (social, website content, email marketing, and any others that show promise for reaching travellers) to drive engagement, education, inquiries and sales. Both individually and with the support of the rest of the marketing team (and the wider company), create a mix of image, written and video content that is entertaining, engaging, informing, and activates potential travellers with our brand and our products. The Approach Tours Brochure, Dream Magazines & Other Long‑form Collateral Ongoing optimizations and releases of our cornerstone digital marketing assets: the Approach Tours brochure, and the Dream Magazines (among other long‑form collateral) Work with the design files to add, test, remove and improve features of our digital brochure so customer engagement with the document continues to deepen and lead to more qualified leads. In consultation with the team, come up with plan for and create new Dream Magazines as we release news destinations to the market. Reputation & Community Engagement Engage with our community on any platforms where they engage with us, including Facebook/Instagram comments, and reviews on various platforms. Other Marketing Lifecycle Initiatives You will be responsible for contributing to other initiatives that commonly come up in a marketing department, such as launching new products, and preparing messaging, graphics or webpages in support of other teams’ projects. What We Require Passion for marketing and creating excellent customer content Previous experience in a marketing, content, or communications role Crystal clear communicator, both internally and in your written, customer‑facing content Ability to create and oversee the creation of wow‑worthy visuals Not afraid to work with data and use it to inform your content decisions An “always be testing” mindset, finding ways to squeeze better performance out of content and campaigns What We Consider Assets (but not requirements) Degree or diploma in business, marketing, communications, or graphic design Experience in the travel industry Experience with HubSpot, Facebook, Instagram, and the Adobe Creative Cloud (Ps, Id and Ai) Experience with Adobe Premiere Pro or After Effects, or another video editing software What We Offer Competitive salary and bonus plans Join some of our tours and experience the Approach difference abroad Free coffee and tea, as well as surprise free meals and snacks 5 à 7s, and other awesome team activities A brand‑new, modern office space located in the heart of Old Montreal (restaurants, coffeeshops, metro) Amazing colleagues that will make time fly by while achieving results
A leading travel company in Montreal is seeking a Marketing Content Specialist to develop engaging marketing content and enhance customer engagement. The role involves creating various content types, executing a robust content calendar, and interacting with the community on social media. Ideal candidates will have strong communication skills and a passion for storytelling and marketing in the travel industry. This full-time position offers a competitive salary and bonuses, making it a great opportunity for energetic professionals.
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