Representative, Customer Care

Air Canada Vacations; Montreal (administrative region); Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Travel privileges after 6 months

Hybrid work model

Health and dental benefits

Training and development tools

Permanent, full-time position

Full list of benefits on Careers page

Job summary

Air Canada Vacations in Montreal, QC invites you to join as a Representative, Customer Care. In this permanent, full-time role you’ll assist customers at the airport or during travel, handle inquiries, changes or flight delays, and uphold our quality standards to create memorable vacations.

You’ll meet call-center goals, upsell vacation packages, maintain professional communications, and use our in-house systems.

Qualifications

• College diploma in Tourism or relevant work experience.
• Sales & Customer Service experience with the ability to recognize sales opportunities.
• Exceptional attention to detail and organizational skills.
• Strong verbal and written communication aptitudes
• Ability to de-escalate situations and help customers, with problem solving.
• Must be able to learn quickly and adapt to new tasks.
• Demonstrate confidence, good judgment, initiative, autonomy, and flexibility.

Responsibilities

• Meet and surpass the Call Centre goals related to customer service, 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 retain 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 handling 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.
• Provide assistance as required by duty officers.
• Perform other tasks as assigned by immediate superior.

Skills

Sales experience

Customer service

Communication skills

De-escalation

Problem solving

Autonomy

Education

College diploma in Tourism

Job description

JOB TITLE: Representative, Customer Care

POSITION STATUS: Permanent, Full-Time

DEPARTMENT: Customer Care

LOCATION: Montreal, Quebec

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

As a Representative Customer Care Agent, you will assist customers at the airport or during travel for any inquiries, changes or flight delays they may incur, by embodying the Air Canada Vacations Quality Standards, and ensuring that we deliver on our common purpose of creating perfect vacations that stay with our customers!

• Meet and surpass the Call Centre goals related to customer service, 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 retain 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 handling 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.
• Provide assistance as required by duty officers.
• Perform other tasks as assigned by immediate superior.

What You Bring To The Team

• College diploma in Tourism or relevant work experience;
• Sales & Customer Service experience with the ability to recognize sales opportunities;
• Exceptional attention to detail and organizational skills;
• Strong verbal and written communication aptitudes
• Ability to de-escalate situations, will to help customers, creative in problem solving;
• Must be able to learn and adapt quickly to new tasks;
• Demonstrate confidence, good judgment, initiative, autonomy, and flexibility;

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
• Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
• 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.
• Visit our Careers page for a full list of benefits.

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.