Lead Agent, Independent (6 Month Contract)
About the role
Job Description The lead position is a middle management role, that not only provides technical support to the agents but also guides the staff in maintaining a high level of customer service. They assist and support the Supervisors in the daily activities.
Main Responsibilities
- Provide guidance and assistance as well as technical support to the agents in order to accurately resolve issues in their daily activities;
- Answer customer service calls when required - Act as first escalation level for the our agents and for our clients;
- Maintain and provide current and accurate product knowledge, booking procedures and policies;
- Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
- Aim towards first call resolution;
- Assist the supervisor in determining training needs;
- Provide and maintain a high level of customer service and professionalism through the different means of communication;
- Answer all emails received in a timely manner
- Data retrieval and reporting may be required
- Perform other tasks as assigned by immediate supervisor.
- Take on role as Acting Supervisor
Qualifications And Skills
- College diploma in Tourism and 2 years’ experience as a call centre agent or coordinator
- Fluently bilingual in French and English
- Demonstrate good judgment, initiative and flexibility
- Ability to manage difficult customer situations, and resolve problems quickly and efficiently
- Ability to work under pressure
- Ability to listen and communicate with respect, and build trusting relationships
- Strong verbal and written communication skills;
- Strong team player
- Knowledge of activities performed by other departments, their policies and procedures, is an asset
Must be available to work in office (hybrid model)
About Air Canada Vacations
Vacances Air Canada est une filiale en propriété exclusive d’Air Canada, la société aérienne nationale du Canada et le plus grand fournisseur de services passagers réguliers pour les vols intérieurs, et du Canada vers les principales destinations internationales. Forte d’un accès privilégié à l’important réseau d’Air Canada, Vacances Air Canada propose des correspondances au départ de plus de 65 villes canadiennes. Ainsi, nos clients peuvent moduler leurs forfaits et profiter au maximum de leurs vacances.
Air Canada Vacations is a wholly-owned tour operator of Canada’s national flag carrier, Air Canada, the country’s largest provider of scheduled passenger services within Canada and from Canada to international destinations. Air Canada Vacations benefits from unique access to Air Canada’s extensive network, offering connecting flights from over 65 Canadian cities. This allows our customers to have the flexibility they need to build their own packages to make the most of their vacations.
Lead Agent, Independent (6 Month Contract)
About the role
Job Description The lead position is a middle management role, that not only provides technical support to the agents but also guides the staff in maintaining a high level of customer service. They assist and support the Supervisors in the daily activities.
Main Responsibilities
- Provide guidance and assistance as well as technical support to the agents in order to accurately resolve issues in their daily activities;
- Answer customer service calls when required - Act as first escalation level for the our agents and for our clients;
- Maintain and provide current and accurate product knowledge, booking procedures and policies;
- Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
- Aim towards first call resolution;
- Assist the supervisor in determining training needs;
- Provide and maintain a high level of customer service and professionalism through the different means of communication;
- Answer all emails received in a timely manner
- Data retrieval and reporting may be required
- Perform other tasks as assigned by immediate supervisor.
- Take on role as Acting Supervisor
Qualifications And Skills
- College diploma in Tourism and 2 years’ experience as a call centre agent or coordinator
- Fluently bilingual in French and English
- Demonstrate good judgment, initiative and flexibility
- Ability to manage difficult customer situations, and resolve problems quickly and efficiently
- Ability to work under pressure
- Ability to listen and communicate with respect, and build trusting relationships
- Strong verbal and written communication skills;
- Strong team player
- Knowledge of activities performed by other departments, their policies and procedures, is an asset
Must be available to work in office (hybrid model)
About Air Canada Vacations
Vacances Air Canada est une filiale en propriété exclusive d’Air Canada, la société aérienne nationale du Canada et le plus grand fournisseur de services passagers réguliers pour les vols intérieurs, et du Canada vers les principales destinations internationales. Forte d’un accès privilégié à l’important réseau d’Air Canada, Vacances Air Canada propose des correspondances au départ de plus de 65 villes canadiennes. Ainsi, nos clients peuvent moduler leurs forfaits et profiter au maximum de leurs vacances.
Air Canada Vacations is a wholly-owned tour operator of Canada’s national flag carrier, Air Canada, the country’s largest provider of scheduled passenger services within Canada and from Canada to international destinations. Air Canada Vacations benefits from unique access to Air Canada’s extensive network, offering connecting flights from over 65 Canadian cities. This allows our customers to have the flexibility they need to build their own packages to make the most of their vacations.