Virtual Ambassador, Customer Care (Airmiles) Start Date July 7th

BMO; Ontario; Remote; CAD 33,000 - 44,000; Full time

Job summary

Join a forward-thinking company as a Customer Care Representative for the AIR MILES Reward Program. This innovative role involves engaging with customers, resolving issues, and maximizing their earning potential. You'll provide exceptional service while working remotely, utilizing your bilingual skills in French and English. With a commitment to customer satisfaction, you'll help collectors navigate travel products and enhance their experience. Enjoy a supportive environment that values your contributions and offers opportunities for growth in a dynamic team. If you're passionate about helping others and eager to make an impact, this is the perfect opportunity for you.

Benefits

Health Insurance

Tuition Reimbursement

Accident and Life Insurance

Retirement Savings Plans

Performance-based Incentives

Discretionary Bonuses

Qualifications

• Must have access to high-speed internet with minimum requirements.
• Experience interacting with customers in a call center environment.

Responsibilities

• Help Collectors set new PINs and navigate the website.
• Interact with Collectors via phone and email to assist with inquiries.
• Service incoming inquiries related to travel products.

Skills

Fluent in French

Fluent in English

Customer Service

Problem Solving

Sales Experience

Computer Skills

Education

Experience in Travel Industry

Tico Certification

Tools

Travel GDS System (Sabre)

Job description

VIRTUAL59 - REMOTE / TELETRAVAIL - ON - BMO

Job Family Group :

Customer Shared Services

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 people who share our passion for helping people, who are curious and will dare to try new things, people who want to be part of a team, who communicate authentically, and who want to give back to the community. Helping our Collectors resolve issues and maximize their earning potential in the Program while driving engagement while providing exemplary customer service.

Responsibilities :

1. Help Collectors set new PINs, teach them how to navigate the website, assist with their concerns and sometimes just listen.
2. Interact with Collectors over the phone, or email and assist them with their needs. Offer support while connecting and engaging.
3. Service incoming inquiries related to travel products, inquiries and reservations.
4. Handle escalations and offer feedback while providing positive insights to our program.
5. Listen, ask questions and empathize with Collectors.
6. Be knowledgeable about the AIR MILES Reward Miles' merchandise and travel portfolio's such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services.
7. Drive value for Collectors through insights and what you know about them to engage them further in the Program.

Qualifications :

1. Must have access to high speed internet with a minimum download speed of 20 Mbps and a minimum upload speed of 3 Mbps. Ping less than 100 ms (Your internet provider can confirm).
2. Providers in your area must have a hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial up, Wireless, or Satellite internet service cannot be used).
3. Fluent written and spoken in both French and English.
4. Previous work experience and/or education in the travel industry (preferred), along with experience interacting with customers in various channels in a call center or customer service environment.
5. Previous sales experience is an asset.
6. Genuinely care about solving problems and providing exceptional Customer Service.
7. Ability to listen, understand, engage and respond appropriately and professionally.
8. Dependable, reliable, act with integrity and exercise discretion and good judgment.
9. Self-starter who takes initiative to learn new skills, solve problems, be resourceful and be adaptable to change.
10. Willingness to be an active participant in our coaching culture and demonstrating the ability to receive, provide and implement coaching feedback and have a "can do" attitude.
11. Computer and web-savvy with the ability to navigate multiple software applications.
12. Experience working in a Travel GDS system is an asset (Sabre preferred).
13. Tico certification is an asset.
14. Ability to work independently in a virtual environment where you work remotely with coworkers and leaders from the comfort of your home.

Note :

You must have flexibility to work throughout the hours of operation. Your shifts are subject to change and selected based on tenure and channel.

Current Customer Care Operating hours :

• English : Monday - Friday 8 am to 10 pm and Saturday 9 am to 6 pm.
• French : Monday - Friday 8 am to 7 pm and Saturday 9 am to 6 pm.
• Eastern Standard Time

Note :

Upon completion of Ambassador, Customer Care training, you will progress into the role of Ambassador, Customer Care Travel Sales. In the future, should an opportunity arise to apply your knowledge and skills, pending performance expectations are being met, you will have the opportunity to progress into the role of Senior Coordinator, Reservation Change.

Salary :

33,850.00 - $44,000.00

The above represents AIR MILES' pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents AIR MILES' expected target for the first year in this position.

AIR MILES' total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. AIR MILES also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit : / / jobs.bmo.com / global / en / Total-Rewards

About Us

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.

As a member of the AIR MILES team, you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at : / / bmo.wd3.myworkdayjobs.com / en-US / External-AIR-MILES .

AIR MILES is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters :

AIR MILES does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AIR MILES, directly or indirectly, will be considered AIR MILES property. AIR MILES will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.