Bilingual (ENG/FR) Customer Experience Manager

GardaWorld; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global security company in Toronto is seeking a Bilingual Customer Experience Manager to lead the Facilitator team. Key responsibilities include ensuring exceptional customer service, managing passenger experiences, and resolving escalations. The ideal candidate will have 1-3 years of experience in aviation, strong leadership skills, and fluency in both English and French. This is a permanent position offering the opportunity to work in a diverse and dynamic environment.

Qualifications

• Minimum of 1-3 years of experience in the aviation industry or similar service.
• Strong leadership and team management skills.
• Ability to handle customer escalations professionally.

Responsibilities

• Provide leadership to the Facilitator team.
• Establish performance expectations and track team progress.
• Address and resolve customer concerns and complaints.

Skills

Fluency in English

Fluency in French

Leadership

Customer service experience

Interpersonal communication

Education

Post-secondary education or equivalent work experience

Job description

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Bilingual (ENG/FR) Customer Experience Manager

Business Unit: Aviation Services

Career Area: Operations and Administration

Location:

Toronto, Ontario, CA

Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse team of passionate people and begin a career that allows you to develop both personally and professionally.

As a Customer Experience Manager, you will be in a key leadership role responsible for managing the Facilitator team. You will ensure the delivery of exceptional customer service and a seamless passenger experience throughout the screening process. This role involves overseeing the facilitation of passengers, addressing customer concerns, and collaborating with internal and external stakeholders to enhance customer satisfaction and experience.

Customer Experience Manager Responsibilities:

• Provide leadership, guidance, and support to the Facilitator team.
• Establish performance expectations, track progress, and offer continuous coaching and feedback.
• Foster a positive and inclusive team culture that promotes teamwork, accountability, and continuous improvement.
• Conduct regular team meetings and individual performance evaluations.
• Monitor and improve the efficiency of passenger flow, queue management, and wait times.
• Address and resolve customer concerns, complaints, and escalations in a timely and effective manner.
• Act as a primary point of contact for escalations and coordination with relevant stakeholders.

Customer Experience Manager Qualifications:

• Post-secondary education or equivalent work experience.
• A minimum of 1-3 years of experience working in the aviation industry, or similar service
• Fluency in both English and French is required
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse group.
• Excellent interpersonal and communication skills, with a customer-centric approach.
• Ability to handle customer escalations and resolve conflicts in a professional and empathetic manner.
• Awareness of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and the Official Languages Act (OLA).
• Experience working with Indigenous peoples, the LGBTQ community, and diverse populations.
• Employment Type: Permanent
• Locations: Toronto, ON

If you're ready to roll up your sleeves and dive into an exciting opportunity, we want to hear from you! Apply now and let's build something incredible together!

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GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.