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Customer Care Ambassador

At Kensington Tours, we believe that everyone should have the opportunity to experience the world in his or her unique way. That’s what makes us the experts in delivering tailor-made tours to over 90 countries worldwide. With $70 million in sales and a host of awards won, including National Geographic ’50 Tours of a Lifetime’, our team of ‘destination experts’ don’t just deliver amazing travel experiences; we enrich people’s lives.

In a world of mobile tech, insta-everything and virtual tours, Kensington Tours brings people around the globe to touch, feel, taste, smell and truly experience all of the beauty, nature, architecture, food, fashion, music and art different countries have to offer. Very rarely does an opportunity arise that allows you to seamlessly combine your passions into a fulfilling and profitable career at an established company.

What we’re looking for

At Kensington Tours, we have mastered the art of providing outstanding luxury trips. Now, we want to proactively reach out to our customers, anticipate and troubleshoot unexpected issues, ensure end-to-end satisfaction and increase repeat business. To that end, we are looking for Customer Ambassadors to represent our standards of excellence.

Reporting to a Customer Care Manager, these are newly created roles and integral members of the Customer Care Team. By reaching out to clients directly, our Customer Ambassadors will ensure the highest level of service and satisfaction.

We want someone who can provide a range of direct-to-customer support from pre-departure booking to emergency after hours support to back-end operations. A Customer Ambassador with a focus on quality control through relationship building and management of post-trip client survey communications.

Who you are and how your career will grow here

You have three or more years of customer service experience in a high-pressure environment. You might be seeking a chance to break out of a large customer success team and onto an elite team where you can make an impact and influence the approach and the process. You are looking for an opportunity to join a company in a fast-paced growth period. You are a global wanderer who wants to be part of the travel industry. You want a chance to build your career in the travel industry either continuing to move up within Customer Success or across to a role within our Sales or Product Departments.

What you’ll do:

  • Manage bookings. You will assist our Destination Experts by processing bookings that require direct communication with the service provider as well as update bookings in our proprietary booking system.
  • Support the customer. You will be the first point of contact for client emergency land or air calls outside of office hours, on a rotating schedule. You will:
    • Support all regions via company mobile device.
    • Provide superior customer service in emergency situations.
    • Take immediate action to contact necessary parties.
    • Propose operational changes.
    • Assist the Kensington client and diffuse the situation.
    • Track feedback and document actions taken.
  • Reach out to clients. You will conduct timely communication with clients identified as “Passive” or “Detractors” in the NPS (Net Promoter Score) survey and non-responsive clients.
  • Collaborate on escalations. You will work with the Customer Care Manager to resolve or hand-off escalating NPS communications.
  • Curate testimonials. You will collect, edit and categorize client testimonials from feedback surveys.
  • Generate leads. You will conduct outbound calls and emails to previous and repeat Kensington Tours clients to support the sales team.
  • Prioritize quality. You will review current bookings – and reach out to clients - for missing information, errors and missing file information.

Who you are:

  • A customer ambassador. You have demonstrated experience with complaint resolution and critical incident management. You have exceptional customer service focus in all interactions with internal and external customers.
  • A multi-tasker. You are meticulous, organized and detailed oriented.
  • An outstanding communicator. You have an engaging and warm phone presence. You believe in calling clients and vendors first. Your meticulous email communications are extremely professional.
  • An attuned listener. You have unbeatable listening skills. It’s one thing to talk; it’s another to listen. You can hone in on what the immediate and deeper issues are that the customer is experiencing.
  • A creative puzzle solver. You are comfortable innovating on-the-spot to come up with service-focused option every time!
  • A fan of technology. You pick up new technologies quickly. You are excited to use the fastest quote and booking tool in the industry.
  • An agile team player. You are flexible in the face of change. You adapt quickly to support your team and actively push for a positive company experience. You are available to work rotating shifts to provide 24/7 coverage.
  • A rewards seeker. You have high standards and you believe in challenging yourself not just to meet but exceed personal and professional goals.

Our culture:

Like most cultures around the world, our corporate culture focuses on food and friendly competition. From getting to know the local cuisine of your specialty area, to catering an impromptu team meeting. From potlucks to lunch at a local hotspot. From in-office ping-pong tournaments to in-house soccer matches. Or, if sitting still is more your speed, we have a book club too and we take in the occasional Jays game!

Join us:

As open-minded, adventure seekers and appreciators of experiences, even if you don’t check all of the boxes but this sounds like the role you want to explore, submit your application and we promise to consider it. Apply now, or follow us on Twitter or Instagram.

Kensington Tours welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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