We are looking for an experienced, ambitious and resourceful Customer Support Representative to join our small dedicated team at our Toronto headquarters. You’ll work closely with the Marketing Manager and the team of 7-8 staff that work year round out of the Toronto office and remotely from BC, South Africa, and Brazil. You’ll be responding to inquiries by phone, email, and chat. You will assist customers with a variety of requests as they prepare for their adventure of a lifetime – cycling across a continent or joining as a sectional rider for a week or two. The tasks are varied, the environment is casual and collaborative, and the job can be extremely rewarding with a lot of autonomy and opportunities to gain new skills.
The position requires someone with high level organizational skills and attention to detail. These are a must! You must also be an excellent communicator, have a friendly phone and email manner, be able to manage an eclectic array of tasks and keep track of upcoming events and people to follow up with. You also need to be skilled with Microsoft Excel and other Microsoft Office and Google Docs applications.
Candidates must be personable, adaptable, very self-motivated and genuinely excited to deliver excellent results for our diverse cycling customers who come from across the globe.
This will be a full-time salaried position. The job may entail occasional travel for trade shows, or to assist on the cycling tours overseas. This is an entry level position with opportunities for advancement and long term growth with the company.
TDA’s Liberty Village office in Toronto, located at King and Dufferin.
Estimated September 15, 2019 or sooner starting with a 6 month training and probation period.
Pay will be commensurate with experience. The position includes profit sharing after the first year. In addition to vacation time, compensation will include time cycling on one of our tours to experience what we do first hand.
Frontline sales and support by phone, email, social media, Skype, chat and in person
Sales follow ups and customer engagement using CRM software
Becoming familiar with the details of each tour, the routes followed and the typical preparations customers need to make prior to starting their tour
Developing sales strategies and techniques to improve results
Preparing for and attending trade shows, alumni events, info nights
Write blogs and participate in online video productions – all aimed at educating cyclists who are preparing for a tour
Writing and editing select website information and customer documents
Assist with social media management and content creation (blogs, social media posts)
Assist with ordering/shipping supplies, merchandise and tour equipment
Assist with tour accommodation arrangements
Assisting registered riders with tour preparations – bike questions, applying for visas, etc
Helping to prepare and review surveys sent to cyclists post-tour
Please complete application form by following the link. There is an option to include a 2 minute video of yourself to enhance your application and tell us why you feel you are right for the job. We suggest you record this in advance and have it ready to upload.
We are not accepting resumes and all the relevant details should be included in completed application. Applications close June 30, 2019 and candidates for interviews will be contacted in July.
2-3 years of relevant customer service and sales experience
High level organizational skills and attention to detail required
Must be proficient with Excel spreadsheets and other MS Office applications
Strong writing and editing skills a must
Someone with a love of travel, cycling and the outdoors
Genuine drive to foster solid customer relationships
Enthusiasm for preparing cyclists for life-changing bicycle adventures
Must be willing and able to take on tasks that require learning as you go
Must have the ability to work in a team and be accepting of feedback
Photo, video, social media and storytelling skills are a definite asset
Communications, public relations or marketing experience are an asset
Curiosity about the world, interest in historical context and current events
Good phone manner and email etiquette
Motivated self-starter; takes initiative to start projects and see them through to the finish
Ability to manage several projects at once and prioritize work in a changing environment
Someone with ideas and a willingness to do the hard work to implement the good ones
About TDA Global Cycling
Called “a specialist in long-distance trips” by the New York Times and “[one] of the world’s leading adventure travel operators” by Forbes, TDA Global Cycling has been creating cycling adventures all over the world for any adventurous traveler willing to take on the challenge. We operate cycle tours in over 80 countries, on 6 continents – from Hungary to Honduras, Italy to Iran, Tanzania to Taiwan and much more. Our vehicle and staff supported adventures give the cyclists freedom to explore at their pace with a framework of support to keep them on track and safe.
Established in 1990, the Adventure Travel Trade Association (ATTA) today is widely recognized as a vital leadership voice and partner for the adventure travel industry around the world. The membership and trade organization is designed to be a force for the industry and exists to drive thought leadership, industry promotion, and opportunities to network and convene globally to create trade and business health. It currently serves more than 1,000 members in 100 countries worldwide. The constituency is made up of tour operators, tourism boards, specialty agents, and accommodations all sharing a vested interest in the sustainable development of adventure tourism. Through its growing business services division, the ATTA delivers a portfolio of strategic solutions and a robust ecosystem of events around the globe. With specialized expertise in research, events, education, media, and promotion, the ATTA business service division is able to provide valuable solutions to a broad set of partners across many verticals of business.