Customer Service Representative - Lethbridge (Full-Time)

About Keolis

What You’ll Do.

• Respond to customer inquiries by phone, email, and other communication channels in a professional and friendly manner.
• Book, modify, and cancel reservations accurately while assisting customers with their travel needs.
• Provide information regarding schedules, fares, services, policies, and general travel-related questions.
• Assist customers with online bookings, account access, and website navigation.
• Process payments, refunds, exchanges, and other customer transactions accurately.
• Resolve customer concerns and service-related inquiries while providing a positive customer experience.
• Communicate service updates, schedule changes, delays, and cancellations to customers as required.
• Maintain accurate customer records and document interactions within company systems.
• Perform data entry and general administrative tasks to support daily operations.
• Manage multiple phone lines and customer inquiries while maintaining a high level of service and attention to detail.
• Stay up to date on company services, schedules, and promotions to provide customers with accurate information.
• Contribute to a positive and professional team environment while supporting departmental service goals.

What We’re Looking For.

• Provide exceptional customer service with a positive, customer-first attitude and a genuine desire to help others.
• Communicate clearly and professionally with customers, coworkers, and operational teams in person, over the phone, and through written correspondence.
• Demonstrate strong problem-solving and decision-making skills, particularly when responding to service disruptions, customer concerns, or changing priorities.
• Remain calm, professional, and solution-focused in a fast-paced environment with competing demands and tight timelines.
• Maintain a high level of accuracy, attention to detail, and organization when processing transactions, reservations, and customer information.
• Work effectively both independently and as part of a team while contributing to a positive and collaborative workplace culture.
• Display reliability, punctuality, accountability, and a strong work ethic.
• Confidently enforce company policies and procedures in a respectful, professional, and customer-focused manner.
• Demonstrate strong time-management and multitasking skills while balancing customer service, operational, and administrative responsibilities.
• Be comfortable learning and using computer systems, reservation platforms, point-of-sale systems, and Microsoft Office applications.
• Previous customer service experience in transportation, hospitality, tourism, retail, or a similar customer-facing environment is considered an asset.
• Previous experience handling cash, processing transactions, or working with reservation and booking systems is considered an asset.
• Successful completion of a criminal background check is required as a condition of employment.