Job Title:

Call Centre Agent


Pacrim Hospitality Services, Inc.


Bedford & Digby, NS

Job Reference:


Closing Date:

July 20, 2020

Company Overview: Pacrim Hospitality Services Inc. (Pacrim) is a privately-owned hotel management and development company. Pacrim owns and manages 10 full-service hotels/resort, reservation center, and travel agency in the Atlantic Canada area. Pacrim is an industry leader in the Atlantic Canada hospitality and tourism sector to identify, manage, develop, and build strategic products and services targeting the fast-growing Asian inbound tourism market. 

Reference#: TA6552

Salary/Wage: $14.00-$16.50/hour

Position Summary: Call Centre Agents, reporting to the Call Centre Supervisor, responds to communications from customers, travel agents, and referral networks concerning reservations at PHS properties through the company’s central reservation system.

Job Duties and Responsibilities: 

  • Explain, sale and market travel agency services and accommodations offered, provide detailed information on clients’ accounts and payment history, and manage/receive payments from clients.
  • Generate customer interest in the services or products offered by the company.
  • Act as representatives for travel agency and provide customer service, in person or on the phone.
  • Handle enquiries from customers and investigate complaints regarding the establishment's services and policies; arrange for refunds and/or credits; receive account payments.
  • Make in-bound and out-bound calls to promote travel agency services and accommodations, respond to enquiries, complaints, and resolve and investigate customer service issues and account disputes.
  • Provide personalized customer service by responding to the needs of the customers.
  • Ensure feedback from the customer to further improve the customer services.
  • Manage and update customer databases with the status of each customer.
  • Notifies supervisor of any outstanding issues which require management involvement.
  • Provide customers with brochures, packages, and other information about travel agency services, schedules, rates, regulations, and policies in response to in-bound and out-bound calls, and walk-ins.
  • Update client accounts, initiate billing, and process claim payments; and receive payment for services.
  • Coordinate with the dispatch team to send products or provide services on time to customers.
  • Build customer loyalty by follow-up of customer calls and working closely with Sales Department concerning corporate and international travel agency accounts.
  • Evaluate problems of the customers and provide logical lasting solutions.
  • Manage and maintain accurate files, reports, records, correspondence, and other administrative tasks.

Education and Skills Requirements:

  • Completion of some college or other post-secondary program in hospitality, travel, tourism, business, or related field is required.
  • Administrative and/or sales experience, passion for customer service, and reliable.
  • Organized, detail-oriented, positive attitude, professionalism and customer service skills are a must.
  • Ability to work in a fast-paced environment, flexibility with schedule, ability to handle confidential client information, and international work experience is an asset.

Language(s): English essential, but candidates with foreign language skills that support Pacrim’s tourism goals and match profile of international clientele is an asset. 

Start Date: TBD

Number of Vacancies: 5 

Work Hours: 40 hours/week 

Workdays: Weekdays and Weekends, Morning and Night Shifts

Employment Term: Full-Time, Permanent

Benefits: Benefits Package Available


Send Resumes To:  Human Resources Manager

Work Authorization: Canadian/Permanent Resident Only. We will review this criteria and your qualifications and contact you only if you are considered for an interview. (June 4, 2020 – July 20, 2020)

Company Operating Name: Pacrim Hospitality Services, Inc. (PHS)

Business/Mailing Address: 30 Damascus Road, Suite 220, Bedford, Halifax, Nova Scotia, Canada B4A 0C1

Quote Job Reference: TA6552

Posted 2020-06-08

Return to | Add a Job | Return to Category: Travel, Tourism, and Hospitality