Top Benefits
About the role
**JOB TITLE:**Supervisor, Customer Relations
**POSITION STATUS:**Permanent – Full Time
**DEPARTMENT:**Customer Relations
**LOCATION:**Montreal
WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveler because we do!
If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
WHAT YOU'LL BE DOING
Leads a team responsible for resolving post travel customer complaints:
- Supervise, coach, and support Customer Relations Representatives.
- Manage workload distribution and staff scheduling to ensure operational coverage and efficiency.
- Conduct regular performance evaluations, prepare team performance reports, and provide timely, constructive feedback.
- Train new employees and coordinate ongoing coaching and development initiatives for existing staff.
- Monitor daily operations of the Customer Relations department to ensure service levels, productivity, and quality standards are met.
- Track, analyze, and report on key performance indicators (KPIs), including average turnaround time (TAT) and complaint volume.
- Identify trends, performance gaps, and recurring issues; recommend and implement corrective actions.
- Handle complex or escalated customer complaints, exercising sound judgment and adherence to company policies.
- Monitor customer interactions through proofreading, quality reviews, and coaching to maintain service standards.
- Develop, maintain, and update Customer Relations policies and procedures.
- Implement tools, processes, or technologies that enhance efficiency and improve the customer experience.
LIAISON
- Build and maintain strong working relationships with travel agents, suppliers, hoteliers, internal teams, and legal partners.
- Work closely with Operations, Destination Services, Reservations, Product and Sales to resolve issues and improve customer experience.
- Communicate effectively across departments and escalate critical or recurring issues to management in a timely manner.
FINANCIAL
- Ensure customer compensation decisions align with corporate policies, legal obligations, and financial parameters.
- Exercise sound judgment in balancing customer service, company obligations, and financial impact.
- Support management in handling major complaints, escalations, and legal matters.
- Negotiate settlements with customers when required.
- May perform other tasks as assigned by immediate superior.
WHAT YOU BRING TO THE TEAM
Qualifications and skills required
- College diploma in Tourism, Management, or a related field.
- Minimum of five (5) years’ experience in customer relations or customer service within the travel or hospitality industry.
- Knowledge of consumer protection and general legal principles (privacy, competition, human rights, small claims procedures).
- Bilingual in French and English (written and spoken).
- Strong organizational skills, sound judgment, and ability to work under pressure.
- Proven decision making ability with a solid understanding of financial impacts.
- Strong interpersonal, communication, and relationship building skills.
- Working knowledge of Microsoft Office (Excel, PowerPoint, Word).
- Understanding of airline, hotel, and supplier contract agreements.
- Strong knowledge of company products.
WHY WORK WITH US?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model : Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
Linguistic Requirements
When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.
Not the right fit? Search for Supervisor, Customer Relations jobs in Montréal, QC
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.
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Top Benefits
About the role
**JOB TITLE:**Supervisor, Customer Relations
**POSITION STATUS:**Permanent – Full Time
**DEPARTMENT:**Customer Relations
**LOCATION:**Montreal
WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveler because we do!
If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
WHAT YOU'LL BE DOING
Leads a team responsible for resolving post travel customer complaints:
- Supervise, coach, and support Customer Relations Representatives.
- Manage workload distribution and staff scheduling to ensure operational coverage and efficiency.
- Conduct regular performance evaluations, prepare team performance reports, and provide timely, constructive feedback.
- Train new employees and coordinate ongoing coaching and development initiatives for existing staff.
- Monitor daily operations of the Customer Relations department to ensure service levels, productivity, and quality standards are met.
- Track, analyze, and report on key performance indicators (KPIs), including average turnaround time (TAT) and complaint volume.
- Identify trends, performance gaps, and recurring issues; recommend and implement corrective actions.
- Handle complex or escalated customer complaints, exercising sound judgment and adherence to company policies.
- Monitor customer interactions through proofreading, quality reviews, and coaching to maintain service standards.
- Develop, maintain, and update Customer Relations policies and procedures.
- Implement tools, processes, or technologies that enhance efficiency and improve the customer experience.
LIAISON
- Build and maintain strong working relationships with travel agents, suppliers, hoteliers, internal teams, and legal partners.
- Work closely with Operations, Destination Services, Reservations, Product and Sales to resolve issues and improve customer experience.
- Communicate effectively across departments and escalate critical or recurring issues to management in a timely manner.
FINANCIAL
- Ensure customer compensation decisions align with corporate policies, legal obligations, and financial parameters.
- Exercise sound judgment in balancing customer service, company obligations, and financial impact.
- Support management in handling major complaints, escalations, and legal matters.
- Negotiate settlements with customers when required.
- May perform other tasks as assigned by immediate superior.
WHAT YOU BRING TO THE TEAM
Qualifications and skills required
- College diploma in Tourism, Management, or a related field.
- Minimum of five (5) years’ experience in customer relations or customer service within the travel or hospitality industry.
- Knowledge of consumer protection and general legal principles (privacy, competition, human rights, small claims procedures).
- Bilingual in French and English (written and spoken).
- Strong organizational skills, sound judgment, and ability to work under pressure.
- Proven decision making ability with a solid understanding of financial impacts.
- Strong interpersonal, communication, and relationship building skills.
- Working knowledge of Microsoft Office (Excel, PowerPoint, Word).
- Understanding of airline, hotel, and supplier contract agreements.
- Strong knowledge of company products.
WHY WORK WITH US?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model : Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
Linguistic Requirements
When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.
Not the right fit? Search for Supervisor, Customer Relations jobs in Montréal, QC
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.