Customer Care Executive (North America) (Vancouver)

Role Overview

The role is responsible for delivering excellent in‑destination and post‑tour services for all group bookings, ensuring smooth and high‑quality operation. This includes providing concierge‑level support for key clients, balancing customer satisfaction with commercial objectives, and supporting various internal departments with operational and administrative tasks to ensure seamless service delivery. The position requires the ability to thrive in a fast‑paced setting, demonstrating flexibility and adaptability, and availability to work later shifts and weekends.

Key Activities

• Understand the itinerary and ensure smooth tour logistics.
• Anticipate issues and maintain proactive contact with clients by phone, social media, and in person.
• Liaise with clients and suppliers to manage the delivery of high standards of service.
• Facilitate tour changes negotiating with suppliers regarding costs and feasibility.
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