About John Paul

At John Paul and Service Concierge Canada, we pride ourselves on being the world leader in premium loyalty and customer engagement services. With a global reach across 40 countries and a growing team of dynamic and passionate individuals, we are committed to delivering exceptional experiences to our clients and their customers. Our unwavering dedication to excellence is rooted in our core values of trust, innovation, and reliability.

As we continue to expand and evolve, we are seeking talented and driven individuals who share our vision and can contribute to our success. Join our diverse and collaborative team to help shape the future of customer and employee loyalty and be a part of an award-winning company that truly values meaningful service beyond expectations.

Why join us?

John Paul is the worlds leader in premium concierge services. If you have a deep appreciation for luxury service, join us in the pursuit of excellence where you can expect things like:

• A real open-door policy Even though we have employees across the globe, our senior leaders have their (virtual) doors open to everyone, ready to listen and support you.
• Long-term support The average tenure for an employee at our company is five years. In an ever-changing job market, we are proud to celebrate our employees longevity here.
• Competitive salary, paid time off, eligible quarterly bonuses, and other incentives
• Healthcare and Wellness benefits for eligible employees (Medical, Dental, Vision, and more)
• Employee Assistance Program available 24 hours a day, 7 days a week, 365 days a year with confidential counseling and support
• Employee engagement events (in-person and virtual) all year-round
• Opportunity to develop your talent and grow within John Paul or ACCOR (our parent company) brands across the world!
• Exclusive discount and travel programs with ACCOR Hotels and our preferred partners
• Receive an IATA card with additional travel benefits and discounts

About The Shift Lead Bilingual Travel Concierge Role

As a Shift Lead Bilingual Travel Concierge, you will focus on providing exceptional, high-touch service by assisting customers who call in for travel arrangements, dining, event planning, research, personal shopping, and more.

We are a 24/7 contact center, operating 365 days of the year. The ideal candidate will have at least one year of experience providing concierge services and/or travel solutions to clients. Our contact center is located in the heart of the Financial District in Toronto, Ontario with amazing views of the city and walking distance to numerous dining options and the PATH underground network.

Upon being hired, you will participate in an 8-week paid training program held in-office, Monday to Friday from 9:00 AM to 5:00 PM. This program ensures you have all the tools and knowledge needed to excel in your role. After completing training, you will transition to your permanent schedule, including evenings and weekends, with two consecutive days off during the week.

Enjoy Work Flexibility

We're looking for travel enthusiasts who are available to work a Full-Time schedule with two consecutive days off during the week. Having days off during the week can be more beneficial because it allows you to manage errands, appointments, and other tasks without the usual weekend crowds, often making it easier to get things done; additionally, it can break up the work week and provide a mid-week refresh, potentially boosting productivity.

The salary for this role is $25.00 per hour (up to $52,000 annually).
Position Overview

The Shift Leads primary purpose is to provide supervisory support to a team of Call Center Concierges. Also delivers exceptional, high-touch service, assisting customers with customized arrangements, including travel bookings, dining reservations, event planning, and research.
Shift details: Must be available evenings and weekends
SHIFT LEAD - BILINGUAL TRAVEL CONCIERGE KEY FUNCTIONS
SUPERVISORY SUPPORT
Create daily, weekly, and monthly reports to highlight performance and key performance indicators (KPIs) for the Concierge Team and communicate this to management.
Responsible for the performance of their assigned Concierge team members.
Conducts regular one-on-one and team meetings with Concierges regarding their performance and goals progress
Real-time schedule adherence monitoring and first point of contact during shift hours.
Key point of contact for escalation management and compensation.
Managing/updating the Internal escalation report.
Manage the team's workflow to ensure productivity and meet or exceed established standards.
Responsible for providing an end-of-shift report
Work with Managers on optimizing program to deliver exceptional Service
Assist with communicating any changes or new procedures to the team
Making sure new / updated policies or procedures are followed in real time by the team
Involved in the concierge mentorship program
Handle special projects and additional responsibilities as needed
SERVICE EXECUTION
Support client and organizational objectives through all customer touchpoints, from initial request to final fulfillment, and follow through on requests.
Meets or exceeds schedule adherence standards to ensure service levels are achieved
Meets or exceeds Service Quality expectations through Quality Scores, Customer Satisfaction Surveys, and Customer feedback
Meets or exceed revenue targets through request and transaction conversion
In conjunction with the team, responsible for meeting client metrics (e.g. card spend and points burn)
Provide program benefit support
RELATIONSHIP BUILDING
Directly accountable for repeat utilization through the creation and delivery of memorable customer experiences. Nurturing vendor and partner relationships. Practicing no is not an option in their quest to deliver on the customers expectations. Building strong teams to support a global network.
We Would Like You to Have
Minimum of 3 years of experience within a call center environment, preferably for a travel services provider, financial services organization, or a luxury brand
Previous experience in a Supervisor or Shift Lead role Have flexibility in work schedule, including weekends and evenings
Bachelor's Degree preferred
Preferred experience with Salesforce or a similar platform Proficient with Microsoft Office Suite, Excel, Outlook
Ability to communicate effectively verbally and/or in writing French and English
Ability to communicate professionally and respectfully at all times
Ability to effectively manage all tasks and stay organized Ability to be adaptable and flexible to navigate changing circumstances
Ability to identify problems, analyze situations, and develop creative solutions is essential

EEO We are an Equal Opportunity Employer

John Paul and Service Concierge Canada Inc. value diversity and respect in the workplace, it's integrated into our corporate values. We celebrate and welcome diversity and are committed to creating an inclusive and equitable environment. John Paul is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise if you require accommodation.

VISA REQUIREMENTS

Canada Work Authorization is required.