Customer Experience Specialist

Kensington delivers the world’s most personal travel experiences. We bring to life each client’s desire to travel in a way that’s tailored specifically for them, in the company of local private guides who ensure that they enjoy the authentic best of their destination. The result is a unique journey rich in memories that last a lifetime!

We achieve this because of our extraordinary people, passionate experts with deep knowledge of their destinations. They are what enables us to deliver remarkable experiences in over 120 countries worldwide, and across each of our businesses – Private Touring, Cruises, Villas, Yachts, Expeditions, Ultraluxe Land, Private Jets, and Air.

To learn more about Kensington, visit kensingtontours.com.

Summary:

A critical member of the Customer Care team, this specialized role ensures that Kensington Tours' high standards for customer service excellence and efficiency are maintained throughout the post-trip process and review. This includes acting as “the voice of the customer” and being the lead Kensington Tours representative, resolving our guests’ reported issues.

As a specialized member of the team, you will assist with delivering high-touch client support while supporting the organization's brand integrity, including the professional management and evaluation of post-trip NPS survey ‘Detractors’, official Post-Trip Escalations, and other escalated concerns, including the determination of potential compensation. A role that will have regular interaction with our valuable guests, travel agent partners, sales teams, and DMC partners by phone and email. The successful candidate is extremely customer-centric, highly detailed, a polished communicator, a patient and analytical problem-solver who truly understands the importance of brand integrity and delivering incomparable customer service. As a member of the team with client engagement expertise, this role will actively participate in the development of the department and in the ongoing mentorship and training of new staff and/or interns.

Responsibilities:

• Conduct timely and professional reviews and communication with clients identified as Post-Trip Escalations, “Detractors” in the NPS survey and clients who have been escalated to our department, with the intent of understanding the issue and of being able to recommend a resolution.

• Responsible for resolving these clients, providing them with official resolution communications by taking the lead on:

• Capturing and investigating client issues from the client themselves, reviewing the feedback with our vendor partners and Destination Experts as necessary, and determining the validity of client concerns.

• Providing reporting of feedback information to relevant departments for their review and assessment.

• Determining appropriate response and monetary compensation if necessary, and communicating with the client.

• Providing recommendations for process improvement to the Manager of Customer Experience.

• Assist the Finance department with the investigation of client payment disputes (“chargebacks”) through the preparation of defence reports.

• Work as a liaison between the Finance department and the Sales team to assist with the creation and application of client travel credits to client trip files.

• Monitoring, reviewing, actioning, and reporting on the organizational NPS survey results and feedback.

• Collect testimonial-friendly client feedback from surveys, obtain approval for use, edit, and categorize into regional postings on the official Kensington Tours website.

• Monitor and respond to online client reviews within various review websites (ie, Trustpilot, BBB, etc.)

• Working with the Manager, Customer Experience to assist with the improvement of overall reporting and process flow of feedback records, analysis, documentation, and communication.

• Provide insights and recommendations for improvements to workflows and processes

• Develop and maintain an efficient and effective level of use with the proprietary booking system (TMT) for Quality Control and Customer Care purposes.

• Other client touch points, incident support, or Customer Care Team Support when and where required.

• Ad hoc projects as assigned.

Required Skills:

• Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically, and professionally at all times

• Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers

• Demonstrated experience with critical incident management or providing operational support an asset

• Demonstrated experience with complaint/issue resolution, with the ability to make decisions quickly and confidently preferred

• Proven critical thinking and problem-solving skills

• Minimum of 2 years in a Kensington Tours Sales environment, customer support role, and similar environment or similar.

• Demonstrated mastery of department processes, procedures, and systems.

• A can-do, self-starting attitude

• Excellent organization and time management skills with the ability to take on additional projects when required

• Superior attention to detail – experience with Quality Control/Data Management an advantage

• High degree of resourcefulness, flexibility, and adaptability

• Ability to thrive in a fast-paced, high-performance culture

• A positive, engaged, and collaborative team player

We provide a competitive compensation package with a strong pay-for-performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected compensation range for this position is: $50,000 to $55,000.

The actual compensation may vary depending on local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

The Range Group may use artificial intelligence throughout the recruitment process to screen, assess or select applicants for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by the hiring team.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.