Customer Support Specialist

2 days ago


Greater Toronto Area Canada, Ontario Icon Technologies Full time

This position serves as the primary liaison between the client and external vendors involved in our operations. Responsibilities include managing reservations and cancellations, fostering positive relationships with airline partners and service providers, and occasionally interacting directly with crew members. The role demands a high level of customer service, seamless collaboration with internal teams, and effective communication with third-party vendors to promptly resolve operational issues.


Core Responsibilities:

This role requires meticulous attention to detail, including:

• Sending monthly schedules to accommodation and transportation providers.

• Updating and sharing daily changes with hotels and transportation vendors.

• Coordinating with hotels and transportation providers for last-minute adjustments during active operations.

• Reserving additional rooms at non-partner hotels when necessary.

• Reviewing and updating reservations in the airline’s crew scheduling system.

• Assisting crew members with hotel details and following up on transportation delays.


Key Duties:

The Airline Operations Specialist ensures exceptional service delivery by performing the following:

• Using various tools such as phone, email, and reservation platforms (e.g., ACES, Hotel Express, IHRS) to manage client needs effectively.

• Quickly adapting to disruptions, like unexpected schedule changes, and providing solutions.

• Acting as the on-site contact for the airline, offering support, guidance, and training when needed.

• Handling client requests via the operations system and responding promptly with accurate, professional solutions.

• Proactively following up on requests to ensure client satisfaction and completion of tasks.

• Notifying management of critical issues that require escalation to prevent or resolve potential challenges.

• Negotiating with suppliers (hotels, transportation, etc.) to secure the best outcomes for both the client and the company.

• Managing conflicts diplomatically, researching solutions, and ensuring client needs are met.



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