Representative, Customer Relations (12 Month Contract)
Top Benefits
About the role
JOB TITLE: Representative, Customer Relations
POSITION STATUS: Temporary full-time position (12 month contract)
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 traveller 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 40 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
Representative, Customer Relations is responsible to assist all customers and travel agents in seeking solutions to resolve complaints related to post-travels.
- Handle claims received in writing from travel agents and/or clients related to bookings for which problems/issues/queries need to be resolved within a turn around time of 10 days;
- Handle 50 to 60 cases/week
- Analyze and review appeals on decisions taken previously for which travel agents and/or clients are in disagreement and make appropriate decision and/or settlement;
- Conduct all pertinent research for each complaint;
- Ensure telephone calls are returned within same day or 24 hours;
- Negotiate settlements by phone;
- Provide and maintain a high customer service level and professionalism through the course of the telephone and/or any correspondence contact.
- Maintain the analysis for each complaint closed for report purposes;
- Use established parameters, common sense, past decisions, legal and court judgements to make decision;
- Ensure all decisions fall within the guidelines for budget purposes;
- Ability to make correct decision maintaining the balance between customer service and ACV’s obligation and financial impact to regain customer’s confidence and protect ACV’s best interests;
- Establish strong relationships with travel agents, suppliers, hotels, employees and all other internal departments;
- Ensure that the company’s image and name is always represented in the most professional and positive manner;
- Any other related tasks.
WHAT YOU BRING TO THE TEAM
- Diploma of Collegial Studies (DEC) in Tourism or equivalent;
- Minimum of two (2) years’ experience in a similar role.
- General knowledge of Consumer Protection Laws
- Good computer skills (Microsoft Word, Excel, PowerPoint);
- Perfectly bilingual, both oral and written in English and French;
- Knowledge of several reservation systems of ACV (asset);
- Knowledge of activities performed by other departments, their policies and procedures (asset).
- Demonstrates initiative and flexibility;
- Demonstrates judgment and autonomy;
- Excellent verbal and written communication skills;
- Ability to prioritize work and decision making;
- Organizational and time management skills very developed;
- Ability to work well under pressure and in a high pace environment.
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 (non-call centre roles)
- Incentive award: $1000 to be paid after 6 months, another $500 to be paid after 9 months, and $500 to be paid after one year (call centre roles)
- 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.
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.
Representative, Customer Relations (12 Month Contract)
Top Benefits
About the role
JOB TITLE: Representative, Customer Relations
POSITION STATUS: Temporary full-time position (12 month contract)
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 traveller 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 40 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
Representative, Customer Relations is responsible to assist all customers and travel agents in seeking solutions to resolve complaints related to post-travels.
- Handle claims received in writing from travel agents and/or clients related to bookings for which problems/issues/queries need to be resolved within a turn around time of 10 days;
- Handle 50 to 60 cases/week
- Analyze and review appeals on decisions taken previously for which travel agents and/or clients are in disagreement and make appropriate decision and/or settlement;
- Conduct all pertinent research for each complaint;
- Ensure telephone calls are returned within same day or 24 hours;
- Negotiate settlements by phone;
- Provide and maintain a high customer service level and professionalism through the course of the telephone and/or any correspondence contact.
- Maintain the analysis for each complaint closed for report purposes;
- Use established parameters, common sense, past decisions, legal and court judgements to make decision;
- Ensure all decisions fall within the guidelines for budget purposes;
- Ability to make correct decision maintaining the balance between customer service and ACV’s obligation and financial impact to regain customer’s confidence and protect ACV’s best interests;
- Establish strong relationships with travel agents, suppliers, hotels, employees and all other internal departments;
- Ensure that the company’s image and name is always represented in the most professional and positive manner;
- Any other related tasks.
WHAT YOU BRING TO THE TEAM
- Diploma of Collegial Studies (DEC) in Tourism or equivalent;
- Minimum of two (2) years’ experience in a similar role.
- General knowledge of Consumer Protection Laws
- Good computer skills (Microsoft Word, Excel, PowerPoint);
- Perfectly bilingual, both oral and written in English and French;
- Knowledge of several reservation systems of ACV (asset);
- Knowledge of activities performed by other departments, their policies and procedures (asset).
- Demonstrates initiative and flexibility;
- Demonstrates judgment and autonomy;
- Excellent verbal and written communication skills;
- Ability to prioritize work and decision making;
- Organizational and time management skills very developed;
- Ability to work well under pressure and in a high pace environment.
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 (non-call centre roles)
- Incentive award: $1000 to be paid after 6 months, another $500 to be paid after 9 months, and $500 to be paid after one year (call centre roles)
- 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.
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.