Customer Experience Specialist

Fresh Tracks Canada

. Build relationships with booked guests before, during, and after travel .

Posted 10/22/2026full-timeVancouver • CanadaMid-LevelSenior💰 CA$55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer experience capabilities by effectively managing guest relationships and providing exceptional service throughout the travel process. Proficient in problem-solving, communication, and attention to detail, ensuring seamless travel experiences for clients.

Highest-signal resume keywords

Customer Experience SpecialistStrong Communication SkillsAttention To DetailTime ManagementTravel/Tourism Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Itinerary ManagementBooking Travel ComponentsConcierge ServicesSupplier CoordinationEmergency Support

Soft Skills

Problem-SolvingCollaborationListening SkillsAdaptabilityFeedback Incorporation

Industry Keywords

Travel IndustryTourismCustomer ServiceService Terms & ConditionsGuest Relations

About the role

Key responsibilities & impact

Build relationships with booked guests before, during, and after travel
Problem-solve difficult and unpredictable situations
Book all trip components with tourism suppliers across Canada
Communicate traveller preferences to travel partners
Answer incoming guest emails and calls before, during, and after travel
Engage in challenging phone and email conversations with guests
Suggest and arrange itinerary add-ons, upgrades, and modifications
Provide concierge services, including restaurant recommendations and reservations
Uphold contractually required service Terms & Conditions
Populate accurate supplier joining instructions for guest pre-departure itineraries
Review pre-departure itineraries for accuracy and seamless travel experiences
Collaborate with Vacation Coordinators on transition of trip files from Sales Agents
Support guests affected by emergencies on the road, such as wildfires
Perform other administrative duties as required

Requirements

What you’ll need

Experienced, self-sufficient Customer Experience Specialist
Strong, professional communication skills, both verbal and written
High attention to detail
Superior time management skills and ability to prioritize tasks
Excellent telephone and written communication skills with emphasis in customer service care with travel partners
Ability to troubleshoot
Open to receiving and incorporating constructive feedback and coaching
Passion for collaborating and understanding different perspectives
Ability to listen and learn from the experiences of others
Ambassador to innovation and change
Preference given to candidates with travel/tourism industry experience, ideally relating to travel in Canada
Availability for an 8-hour shift Monday to Sunday between 5:30am and 6pm PST, including rotation of statutory holidays
Overtime may be required during peak periods and emergency events

Benefits

Comp & perks

3 weeks vacation (4 weeks after your first year)
Extended health benefits package
Applauz Recognition
Comprehensive employee assistance program
Great working hours
Friendly and fun team environment with company celebrations and social events
Access to Canadian travel industry discounts
DE&I initiatives and events
Community (volunteer) Hours
Social Clubs including Book Club & Fitness Club