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
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.
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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.
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
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.