Customer Relations Specialist

6 months ago

Québec, Canada FlightHub Full time

**UNCAGE YOUR** **AMBITION **as a
**Customer Relations Specialist**
**(Unconventional Channels)**:
We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales, and, whereas the pandemic may have slowed us down a little, we are coming back even stronger. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.

We are looking for a Customer Relations Specialist for Unconventional Channels to join our team. In this role you will be responsible for addressing and resolving customer inquiries, complaints, and requests that come through non-traditional channels. Reporting to the Lead Customer Relations Specialist, your role is to ensure exceptional service delivery and customer satisfaction, aligning with FlightHub's standards and goals.

**Many career paths can prepare you for this life-changing opportunity, but preferably, you have experience in**:

- **Handle Unconventional Channels**: Addressing customer complaints and inquiries received via legal notices, BBB, DOT, social media, review websites, and direct executive or employee escalations.
- **Case Management**: Recording and managing customer interactions in the CRM system, ensuring accuracy and compliance with company policies.
- **Communication**: Communicating clearly and effectively with customers and other stakeholders via written correspondence, ensuring all parties are informed and satisfied with resolutions.
- **Multitasking**: Demonstrating exceptional multitasking skills to manage multiple inquiries while adhering to diverse policies and regulations, ensuring timely and accurate resolution of cases.
- **Data-Driven Approach**: Utilizing a data-driven approach to analyze processes, identify trends, and suggest improvements to enhance efficiency and customer satisfaction.
- **Collaboration**: Working closely with the lead specialist and other departments to facilitate the timely and effective resolution of customer issues.
- **Adaptability**: Remaining open to change and adaptable to evolving circumstances, adjusting your approach as necessary to meet the needs of customers and changes in policies.
- **Results-Oriented Mindset**: Maintaining a focus on achieving customer satisfaction and retention, striving to exceed expectations and uphold the highest standards of service delivery.
- **Outstanding Customer Service**: Commiting to providing outstanding customer service in a fast-paced environment, demonstrating dedication to resolving customer issues promptly and effectively.

**Requirements**:

- **Experience**: Minimum of 2 years' experience in customer service or relations, preferably handling non-traditional customer service channels.
- **Communication Skills**: Fluent in English with excellent written communication skills to communicate effectively with customers and stakeholders.
- **Multitasking Ability**: Exceptional multitasking skills to manage inquiries and rules simultaneously, ensuring efficient resolution of cases.
- **Data Proficiency**: Ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving overall efficiency and customer satisfaction.
- **Adaptability**: Openness to change and willingness to adapt to evolving circumstances, ensuring flexibility in approach and response to customer needs.
- **Results-Oriented**: Demonstrated commitment to achieving customer satisfaction and retention, maintaining a results-oriented mindset focused on exceeding expectations.
- **Service Excellence**: Dedication to providing outstanding service in a fast-paced environment, prioritizing customer satisfaction and resolution of issues from unconventional channels.
- **Please note this position is in Montreal, Quebec and on-site**

**Show us your drive and join our team**

LI-CV

**LIBÉREZ VOTRE AMBITION - DEVENEZ**
**Spécialiste en relations avec la clientèle**
**(canaux non conventionnels)**:
Nous sommes le groupe FlightHub, nous formons une équipe ambitieuse derrière les agences de voyages en ligne FlightHub et Justfly. Nos marques sont devenues deux des agences de voyages en ligne les plus importantes en Amérique du Nord. Nous servons maintenant plus de trois millions de clients par année, et générons au-delà de trois milliards de dollars de ventes, et, même si la pandémie nous a un peu ralenti, l'industrie des voyages recommence à montrer des signes de vie, et le moment est propice pour vous joindre à nous parce que nous en profitons pour revenir encore plus forts. Nous rêvons en grand, nous poursuivons nos objectifs avec passion, et nous avons confiance en notre

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