Customer Service Adviser – Travel | Audley Careers Hello, world!

Customer Service Adviser – Travel, Toronto

Salary: Dependent on Experience


Audley Travel is a fast-growing provider of custom-made travel services to more than 85 countries globally.  Founded in the UK in 1996, Audley expanded to North America with the opening of its Boston office in 2014. 
Audley North America has firmly established its position as the leading provider of tailor-made travel planning services to the US market.  With favorable market trends towards more frequent long-haul travel, the US business is well positioned for continued success.  Further, in the next 3-5 years, Audley North America is aiming to replicate this success within the Canadian market. 
This is a fantastic opportunity to support Audley’s ambitious growth plans in Canada from the ‘ground up.’
Job Purpose:
As part of a new strategy to better engage with our clients in Canada, you’ll act as the first point of contact for Audley, educating new clients on Audley’s brand as well as working with them to determine if what we offer is a good fit for their requirements.
Largely phone-based work but utilizing all written forms of communication, you will qualify new inquiries with the goal of directing them to a Sales specialist, nurturing the relationship further or ending the inquiry having left a lasting positive impression of Audley.
As one of Audley’s key client-facing representatives in the Canadian market, from time to time you will attend client events and travel shows to help build Audley’s brand awareness and generate interest among prospective clients. 
In order to do this you will need to quickly and confidently establish rapport, convey your passion for travel and be able explain what makes Audley unique.
  • You will be the first point of contact and provide the first experience of Audley Travel for clients who may not have heard of the brand before and may be new to tailor made travel.  
  • In order to tailor your conversations to inspire clients to travel with us you will need to keep up to date with general product developments around the business. In time you will have developed specific knowledge of each area and will use this knowledge, along with your own personal passion for travel, to showcase to clients why we’re unique.
  • Demonstrate a total commitment to customer service. It’s your goal to ensure all clients are impressed by Audley from the outset whether they choose to travel with us or not.
  • Demonstrate a commitment to maximizing sales and conversion opportunities. You’ll need to enjoy and thrive in a fast paced, flexible and entrepreneurial environment.
  • Working to KPIs as required to ensure the quality of your interaction with our clients and to ensure you are maximizing conversion opportunities.
Person Specification:
  • A minimum of 5 years of full-time professional employment
  • Previous roles dealing with lead generation or call center experience working within a customer-facing environment
  • Must enjoy telephone-based work as primary focus of the role
  • Passion for travel (demonstrated through personal travel or industry experience)
  • Educated to university degree level or equivalent
  • Experience working with a remote manager
  • Strong understanding of the Canadian consumer from a customer service perspective

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