Bilingual (English/French) - Air Miles Customer Care Ambassador (July Start Date)

Bank of Montreal; Ontario; Hybrid; CAD 33,000 - 44,000; Full time

Job summary

An established industry player is seeking passionate individuals for the role of Ambassador in Customer Care. This remote position involves assisting customers with their inquiries, resolving issues, and delivering exceptional service. You will engage with clients through various channels, ensuring their needs are met while maximizing their earning potential. Ideal candidates will be fluent in both French and English, possess strong problem-solving skills, and have a genuine care for customer satisfaction. This role offers a pathway for career advancement, making it an exciting opportunity for those eager to grow in a supportive environment.

Qualifications

• Must have high-speed internet with minimum 20 Mbps download.
• Experience in customer interaction, especially in call centers.

Responsibilities

• Help Collectors set new PINs and navigate the website.
• Provide outstanding Customer Service via phone or email.
• Manage escalations and provide constructive feedback.

Skills

Fluent in French

Fluent in English

Customer Service

Problem Solving

Sales Experience

Listening Skills

Adaptability

Education

Experience in Travel Industry

Education in Customer Interaction

Tools

Travel GDS Systems (e.g., Sabre)

Multiple Software Applications

Job description

Application Deadline:

05/22/2025

Address:

VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO

Job Family Group:

Customer Shared Services

Position:

Ambassador, Customer Care

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

We are looking for passionate individuals who enjoy helping others, are curious, willing to try new things, and want to be part of a team. The role involves assisting collectors with resolving issues, maximizing their earning potential, and driving engagement through exemplary customer service.

Responsibilities:

1. Help Collectors set new PINs, navigate the website, address concerns, and listen actively.
2. Provide outstanding Customer Service.
3. Interact with Collectors via phone or email to assist their needs, support, and engagement.
4. Handle inquiries related to travel products, reservations, and services.
5. Manage escalations and provide constructive feedback to improve the program.
6. Listen, ask questions, empathize, and understand customer needs.
7. Maintain knowledge of AIR MILES merchandise and travel portfolio, including entertainment, sports, leisure, retail certificates, flights, cars, hotels, and travel insurance.
8. Use insights about customers to enhance engagement and value.

Qualifications:

• Must have high-speed internet with minimum 20 Mbps download and 3 Mbps upload speeds, with a ping less than 100 ms (provider confirmation required).
• Fluent in both French and English, written and spoken.
• Experience or education in the travel industry and customer interaction, especially in call centers.
• Sales experience is an asset.
• Genuine care for solving problems and delivering exceptional customer service.
• Strong listening, understanding, engagement, and professional response skills.
• Dependable, reliable, with integrity, discretion, and good judgment.
• Self-motivated, proactive, adaptable, and resourceful.
• Willing to participate in coaching and demonstrate a positive attitude.
• Proficient in navigating multiple software applications.
• Experience with Travel GDS systems (e.g., Sabre) and Tico certification are assets.
• Ability to work independently in a remote environment.

Note:

Flexibility to work during operational hours is required. Shifts may vary based on tenure and channel.

Operating hours (subject to change):

• English: Mon-Fri 8 am - 10 pm, Sat 9 am - 6 pm.
• French: Mon-Fri 8 am - 7 pm, Sat 9 am - 6 pm.

Upon completing training, you will progress to the role of Ambassador, Customer Care Travel Sales, with potential advancement to Senior Coordinator, Reservation Change, based on performance.

Salary:

$33,850 - $44,000

Pay Type:

Salaried

Compensation varies based on location, skills, experience, and qualifications, and may include commissions, bonuses, and other benefits. For more details, visit https://jobs.bmo.com/global/en/Total-Rewards.

About Us:

At BMO, we are driven by the purpose to create lasting positive change. We value diversity, support growth, and aim to make an impact. Learn more at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive workplace. Accommodations are available upon request. To request accommodations, contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes. Resumes sent unsolicited will be considered property of BMO. A valid agency agreement is required for submission.