Who are we? Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of Collaboration
- We work as one team to delight our customers and build strong relationships, that last. Integrity
- We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus. Leadership
- We are empowered to take the initiative – to proactively deliver on our partners unique needs and help drive our company’s growth. Ownership
- We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments. Creativity
- We provide innovative, flexible solutions that lead us, and our partners, into the future. Community
- We value each other and work together to have a positive impact on the world around us. Fun
- We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace. What is the chance? The Air agent will work within our key specialist team by serving as an expert on our GDS systems. This role will entail you working directly with our customers and business partners in understanding their requirements and needs. Your key focus will be utilising your GDS skillset in presenting itineraries, processing amendments, cancellations and managing internal queues. This exciting and challenging role is outstanding for energetic individuals with previous airline and other travel experience. Having a strong commitment to working closely with internal clients, you will provide high-level customer service through various communication channels such as voice, email and web chat. Our ideal candidate is a team player with excellent verbal and written skills and superior communication, organizational and multi-tasking skills who thrives in a fast-paced high-volume setting with a genuine enthusiasm for customer service. What is your day going to look like?
• Monitor GDS queues
• Attend to all airline ticket requirements including issuing or exchanging airline tickets and processing full or partial refunds as appropriate
• Handle booking changes or resolve failed bookings
• Supply internal clients with details on travel documents, explain travel restrictions, rules or guidelines and recommend travel and safety tips based on destination
• Provide internal clients with information on tours and hotels as required

Key Responsibilities




• Prepare Air itineraries utilizing preferred airline suppliers to present best air itineraries for our clients and their consumers.
• Work directly with customers to understand their needs and advise and deliver to those requirements
• Process ticket requests and execute all relative documentation to the customer and/or client
• Manage all schedule changes ensuring there is no disruption to the customers itinerary
• Maintain up to date knowledge of airline contracts with preferred suppliers to ensure best utilization opportunities
• Manage all internal queues and processes as required. Prioritize according to sales and booking season
• Issue confirmations and invoices
• Working to set SLAs to meet pick up call times, sales conversions and customer expectations
• Must comply with company policies and procedures including but not limited to IT security policy, vacation rules and privacy.
• Must participate in mandatory training such as OH&S; training, data privacy training and security training or any other training as required.
• Other duties as requested to improve workflow Skills, Knowledge and Expertise
• Minimum 3 years working in the travel industry
• Extensive knowledge of ticketing
• Excellent knowledge of Amadeus GDS systems,
• TICO certification required; if based in Quebec, OPC certification is also required
• Proficiency with Microsoft Office / Word / Excel / Outlook
• Ability to handle reissuing BSP and ARC documents
• An independent, fast learner who works well within a team environment
• Strong written and verbal communication skills, proficiency in French an asset but not required
• Responsible for meeting SLA targets
• Self-motivating, focused and detail-oriented
• Exceptional knowledge in every facet of the travel sector
• Must successfully complete initial training before handling internal client interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
• Varied rotating shifts, Monday to Friday, 7 am to 6 pm PST comprising 40 hours per week, full-time, permanent. Rotational Saturdays may be required. We thank all applicants in advance for their interest. However, only those candidates selected for an interview will be contacted.



About Serefin We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way. The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team. Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies. We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources. We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them. We add value to loyalty, rewards, and credit card programs. We reduce insurance company costs by ensuring clients use the available services efficiently. We build bespoke contact centre services that improve the brand experience for our client's customers. Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun. Serefin is an equal opportunity employer committed to diversity and inclusion. We will be pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status or any other legally protected factors. Serefin is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Serefin will make accommodations available to applicants with disabilities upon request during the hiring process. If you require an accommodation to participate in any stage of the recruitment or selection process, please contact our People & Culture team at [email protected]. We will work with you to understand your needs and provide appropriate accommodation in a timely and respectful manner. Why work for us? Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, and Serefin Experiences, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in

📌 Air Agent (Toronto)
🏢 Serefin
📍 Toronto