Location: Montréal

Trip Support Agent à Montréal chez Bus.com

  • Entreprise:


  • Type: Temps plein
  • Ville:


  • Expérience de travail: Junior
  • Date de publication: 11 juin 2019
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Description de la compagnie

Notre mission

Bus.com a été fondée sur la convivialité et un objectif ambitieux : contribuer à la vitalité des communautés en permettant aux groupes de voyager ensemble facilement.

Notre histoire

Nous jouons un rôle crucial pour l’avenir des transports en faisant en sorte que chacun puisse se rendre facilement à ses destinations et événements préférés. Notre priorité, c’est les communautés. Nous les aidons à voyager sans tracas en réunissant voyageurs, organisateurs d’événements et compagnies d’autobus et en les aidant à travailler ensemble.

L’important n’est pas seulement d’aller du point A au point B, mais tout ce qui se passe pendant ce voyage. L’important, ce sont les gens que vous rencontrez, les aventures que vous vivez et les souvenirs que vous en rapportez.

Sommaire du poste

Bus.com is building the future of group travel. We’re modernizing the charter bus industry, shifting it online, and bringing people together through curated experiences. We’re passionate about tech and travel. We’re growing – fast. And we’re only getting hungrier.

The Role:

A Trip Support agent is responsible for ensuring that all customers have the best possible experience using bus.com. As a TS, you will maintain high levels of customer engagement and satisfaction with a focus on rider experience. You are going to be responsible for proactively anticipating the needs of their clients and ensuring all riders receive the highest level of support during all stages of their trip. You will work with clients to plan every detail of their trip and liaise with suppliers to finalize booking and to communicate any changes. You will be responsible for ensuring positive Net Promoter Score (NPS) outcomes and high customer loyalty.

An ideal Trip Support Agent will be passionate about customer advocacy, demonstrate genuine empathy for customers, and be emotionally intelligent. You will have extremely strong organizational skills and ability to foresee and resolve issues before they occur.

The job:

From the first day you will:
  • Ensure that every customer interaction is exceptional!
  • Attend to every operational checkbox involved with planning and executing a charter bus trip
  • Proactively anticipate the client’s needs and problem solve issues before, during and after a trip
  • Take ownership of customer issues and follow problems through to resolution
  • Maintain a high level of professionalism, empathy, and business acumen at all times
  • Collaborate with our tightly knit internal teams to ensure that timely, seamless services are delivered to clients
  • Gather feedback from customers to improve our services, provide recommendations to enhance our product and keep the customer base satisfied
  • Other tasks as they are assigned by your manager
What you’ll bring to the table:
  • Experience in a coordination or customer service/success or sales ideally in a Tech or Travel company
  • Strong project management and organizational skills with the ability to deliver on conflicting priorities
  • Strong analytical and problem-solving skills with a solution-oriented mindset
  • Strong interpersonal and communication skills with experience building lasting internal & external relationships
  • Ability to learn quickly, adapt to changing environments
  • Ability to resolve ambiguities through well-thought out decisions in high pressure situations
  • Strong desire to collaborate within different internal groups to enhance our customer’s experience
  • Fluent in English and French. Any additional languages are a plus!

$30,000 - $35,000

How your friends would describe you:
  • Positive and outgoing
  • Emotionally intelligent with strong empathy for all clients
  • Enthusiastic about technology with demonstrated technical aptitude
  • Passionate about customer service and how it can transform businesses
  • Diplomatic, tactful, and poised under pressure
  • Self-motivated and proactive
  • Process orientated
  • A hustler with tireless energy
  • A team player
Perks & Benefits
  • Beautiful office in heart of Plateau
  • Flexible WFH (work from home) policy
  • Office dog Fridays + 5 à 7
  • Frequent culture events: movie nights, summer team sports, apartment crawls…
  • Learn and grow quickly working with a rapidly growing startup

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