Baggage - Coordinator, Baggage

2 months ago

Toronto, Canada Sunwing Vacations Group Full time

**About Us**:
Baggage Coordinator - Contract Term
**About Us**:
**The Opportunity**:
Under Sunwing Airlines, we are looking for a Baggage Coordinator and a Bilingual Baggage Coordinator to join us in making vacation dreams come true. As a Baggage Coordinator, you possess exceptional customer service focus and genuine empathy for customers. You will be responsible for tracing and resolving customer concerns related to their mishandled baggage, from start to end. With the ability to be persistent, tenacious and demonstrate great investigative skills, you are able to analyze written and/or verbal communications. The term of the role will be a seven (7) month contract. The position reports to the Baggage Service Manager and will be located in Toronto, ON.
**What You’ll Do**:

- Baggage tracing & station tracing
- Maintain baggage database/tracing system World Tracer up to date
- Keep passengers & stations updated on the status of their file/claim
- Research and respond to customer service complaints
- Analyze and investigate all claims received pertaining to delayed, lost, or damaged baggage
- Respond to written or telephone inquiries, update travel agents and customers on the status of their concerns and provide consultation as appropriate on policy inquiries
- Timely and consistent communications with customers with open cases
- Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written
- Solid understanding of company policies and procedures
- Create and process rush and on-hand bags on World Tracer and arrange an alternative flight for baggage delivery
- Create and arrange courier delivery of bags to passenger addresses
- Log lost and found items onboard and report to Central Baggage Manager/Supervisor
- Other duties as required.

**What You’ll Need**:

- Exceptional customer service focus and has genuine empathy for customers
- Self-motivated with effective time management skills, able to manage a varied workload
- World Tracer knowledge an asset
- Exceptional written, electronic, and oral communication skills
- Highly organized and efficient
- Skillful at analyzing written and/or verbal communications to interpret what the customer is trying to convey.

**What We Offer**:

- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Opportunity to give back through our social responsibility initiatives

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.
Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

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