Bilingual (ENG/FR) Customer Experience Manager

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

Job summary

GardaWorld seeks a passionate Customer Experience Manager for its Toronto location. In this leadership role, you will manage a team focused on delivering exceptional customer service during screening processes. Join a diverse community and drive improvements, while ensuring compliance with regulations both proactively and effectively.

Qualifications

• Minimum 1-3 years of experience in aviation or a similar service.
• Fluency in English and French is required.
• Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) preferred.

Responsibilities

• Lead and support the Facilitator team in customer service.
• Monitor passenger flow and address customer complaints.
• Collaborate with stakeholders to enhance customer experience.

Skills

Leadership

Customer-centric approach

Interpersonal skills

Communication skills

Team management

Education

Post-secondary education

Job description

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).
• Knowledge of American Sign Language (ASL) or Langue des signes du Québec (LSQ) is preferred.
• Experience working with Indigenous peoples, the LGBTQ community, and diverse populations.

Employment Details:

• 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!