Operations Support Agent - 6 Month Contract

Sunwing Vacations Group; Toronto; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Great travel perks

Free Parking

Open concept workspace

Collaborative environment

Job summary

Sunwing Vacations Group in Toronto is seeking an Operations Support Agent to provide customer care and support to airports, destination teams and other departments across the airline and tour operations. You will manage flight schedules, seat maps, and reconciliations, and communicate schedule changes for customer advisement based on departure priorities.

The role requires at least 3 years in travel or airline customer service, strong communication, problem-solving, and ability to work under

Qualifications

• Minimum 3 years travel or airline industry sales or customer service experience.

Responsibilities

• Input & manage flight schedules and seat maps into Tour Operator selling systems.
• Action flight schedule changes and communicate options for protection and compensation as needed.
• Resolve missing/failed Passenger Name Record (PNR) cases.
• Review daily reports to identify discrepancies and take corrective actions for data accuracy.
• Monitor the Operations Dashboard to resolve discrepancies like PNR creation failures and changes to bookings.
• Manage and audit all e-Package bookings.
• Communicate IROPS affecting customer satisfaction to the business; be the first contact for related concerns.
• Handle internal requests for information and provide situational guidance to customer care teams.
• Oversee customer disposition during IROPS and other non-standard situations with guidance on care, compensation, or escalation.
• Source and purchase protection for overbooked, delayed, or missed flights and hotels as required.

Skills

Communication skills

Problem solving

Detail oriented

Works well under pressure

Multitasking

Tools

MS Office (Outlook, Word, Excel)

Sabre PNR systems

Job description

The Opportunity:

Under Sunwing Vacations, we arelooking anOperations Support Agentto join us in making vacation dreams come true. As theOperations Support Agent, youprovide customer care and customer focus development support to airports, destination, and other customer facing departments across the airline, tour operations and destination services.This position is also responsible for ensuring flight schedules, seat maps and airline reconciliation reports are processed accurately and in a timely fashion.The individual is this position is responsible for communicating schedule changes internally and externally for customer advisement based on departure date prioritization. The Operations Support Agent position also ensures the commercial welfare of our customers from the start to the finish of their journey.

What You’ll Do:

• Input & manage flight schedules and seat maps into Tour Operator sellingsystems
• Action flight schedule changes (flight times, consolidations, cancellations) and communicatesame includinginstructions pertaining to customer options for protection and compensation if necessary.
• Resolve missing/failed Passenger Name Record (PNR) cases
• Review daily comparison reports to identify discrepancies between TTS bookings and corresponding Sabre PNRs and take corrective actions to ensure data accuracy.
• Monitor the Operations Dashboard to ensure all discrepancies—such as PNR creation failures, cancellations, name corrections, booking modifications, seat selections, and baggage purchases—are promptly resolved.
• Manage and audit all e-Packagebookings
• Communicate all irregular operations(IROPS)affecting, or with potential to affect, customer satisfaction to the business.First point of contact for the business for customer related concerns.
• Take support calls frominternal departmentsrequesting more information and providing situational guidance with respect to customer care asneeded
• Oversee customer disposition during IROPS and other non-standard airport or destination situations and take actions to improve disposition by offering customer care guidance through messaging, alternate care initiatives/options, compensation or escalation as required, this includes monitoring social media.
• Source and purchase protection for overbooked, delayed, missed flights and hotels as required while balancing customer needs with sound commercial decision making.
• Action all no shows, go shows and name changes within 24hrs of receipt.
• Investigate, process all refund claims associated with the Airline Passenger Protection regulation within the 30-day allotted time frame.

What You’ll Need:

• Minimum 3 years Travel or Airline industry sales or customer service experience
• Ability to work well under pressure, work independently, be flexible, reliable & prioritize workload.
• Skilled with MS Office (Outlook, Word, Excel).
• Must possess excellent communication skills, both verbal and written
• Demonstrates initiative and creativity with problem solving and decision-making skills.
• Detailed oriented,organizedand capable of multi-tasking

What We Offer:

• Grow your career with challenging and rewarding work that makes adifference
• Opportunity to give back through our social responsibilityinitiatives
• Work with a fun, passionate, travel-loving team!
• Greattravelperks!
• Free Parking
• Open concept, collaborativeworkspace
• Seeforyourself!@sunwinglife