Agent, Call Centre

Vacances Air Canada / Air Canada Vacations; Montreal (administrative region); On-site; CAD 42,000 - 48,000; Full time

Benefits offered by this job

Shift premium

Pension plan

Employee Stock Ownership Plan

Tuition reimbursement

Wellness reimbursement

Health & dental plans

Job summary

Air Canada Vacations is seeking an Agent, Call Centre to join our Montreal team. You will deliver outstanding service, meet sales and service goals and handle reservations using our in-house systems.

You will upsell vacation packages, maintain professional communications, and stay current on products and policies. Training lasts 6-12 weeks, Monday to Friday, 9:00am-5:00pm, with shift options including days, evenings, and weekends.

Qualifications

• College diploma in Tourism or relevant work experience.
• Sales experience with ability to recognize sales opportunities.
• Exceptional attention to detail and organizational skills, strong verbal and written communication.
• Bilingualism (English and French) and strong communication skills.
• Working proficiency of reservation systems (Ex: TTS), an asset.
• Available to work flexible schedules, evenings and weekends.
• Available for a 6-12 week training program from Monday to Friday (may include evenings & weekend).

Responsibilities

• Meet and surpass the Call Centre goals related to customer service, sales objectives, handle time, and other objectives.
• Offer unparalleled customer service and exhibit care for our customers, travel agencies and consumers alike.
• Utilize selling and upselling techniques to close the sale of vacation package bookings
• Maintain a high level of professionalism in all communications and customer satisfaction.
• Act in an efficient and accurate manner when booking reservations using the Air Canada Vacations in-house systems.
• Promote the services of Air Canada Vacations to travel agencies and consumers contacting our offices.
• Ensure customers are informed of all relevant reservation details and products.
• Maintain a current and accurate knowledge of all our products, booking procedures and policies and applying this information through the booking process.
• Observe all procedures in handling reservations and related activities.
• Perform other tasks as assigned by immediate superior.

Skills

Bilingual English & French

Sales experience

Verbal & written communication

Attention to detail

Reservation systems knowledge

Education

College diploma in Tourism

Tools

Reservation systems (e.g. TTS)

Job description

JOB TITLE: Agent, Call Centre

POSITION STATUS: Permanent, Full-time (37.5 hrs per week)

DEPARTMENT: Call Centre

LOCATION: Montreal, Quebec

Shift type: Days, evenings, weekends, statutory holidays

Training: Must be available for 6-12 weeks of full time training which runs from Monday to Friday, 9:00am - 5:00pm

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 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

• Meet and surpass the Call Centre goals related to customer service, sales objectives, handle time, and other objectives;
• Offer unparalleled customer service and exhibit care for our customers, travel agencies and consumers alike;
• Utilize selling and upselling techniques to close the sale of vacation package bookings
• Maintain a high level of professionalism in all communications and customer satisfaction.
• Act in an efficient and accurate manner when booking reservations using the Air Canada Vacations in-house systems;
• Promote the services of Air Canada Vacations to travel agencies and consumers contacting our offices;
• Ensure customers are informed of all relevant reservation details and products;
• Maintain a current and accurate knowledge of all our products, booking procedures and policies and applying this information through the booking process;
• Observe all procedures in handling reservations and related activities;
• Perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism or relevant work experience;
• Sales experience with the ability to recognize sales opportunities;
• Exceptional attention to detail and organizational skills, strong verbal and written communication skill.
• Bilingualism (English and French) and strong communication skills;
• Working proficiency of reservation systems (Ex: TTS), an asset.
• Available to work flexible schedules, evenings and weekends
• Available for a 6-12 week training program from Monday to Friday (may include evenings & weekend)

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

• $1 Shift premium for shifts starting before 8:00am and after 6:00pm, as well as full weekend shifts
• Company pension plan with employer match
• Employee Share Ownership Plan
• Tuition reimbursement of up to $5000 per year
• Wellness Reimbursement for expenses of up to $300 per year
• 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.

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.