Agent, Call Center

2 weeks ago

Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

**Position Type**: Permanent, Full-time (37.5 hrs per week)
**Shift type**: days, evenings, weekends, statutory holidays
**Training**: Must be available for 6-12 weeks of full time training which runs from Monday to Friday, 9:00am - 5:00pm
Air Canada Vacations is on the lookout for passionate individuals seeking a challenge and opportunity to grow within our company. As a Call Center Agent, you will be the first point-of-contact for travel agencies and consumers, responsible for 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

**RESPONSIBILITIES**:

- Meet and surpass the Call Centre goals related to customer service, sales objectives, 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 close the sale of vacation package bookings: air, land, tourist activities and car rentals;
- Act in an efficient and accurate manner when booking 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;
- Observe all procedures in making reservations and related activities;
- Perform other tasks as assigned by immediate superior.

**KNOWLEDGE AND SKILLS REQUIRED**:

- College diploma in Tourism or relevant work experience;
- Sales experience with the ability to recognize sales opportunities;
- Demonstrates initiative, adaptability, attention to detail, and good judgment;
- Bilingualism (English and French) and strong communication skills;
- Working proficiency of reservation systems (Ex: TTS), an asset.
- Available to work flexible schedules, evenings and weekends
- Available for a 6-12 week training program from Monday to Friday (may include evenings & weekend)

Why come work for Air Canada Vacations?
- Competitive Starting salary of $17/hour
- $1 Shift premium for shifts starting before 8:00am and after 6:00pm, as well as full weekend shifts
- Exciting Travel privileges and discounts after 6 months of service
- Eligible for an Annual Incentive Plan
- Flexible Work Arrangements
- Job shadowing and opportunity for growth within the organization
- Comprehensive Group Health insurance
- Access to a Telemedicine platform with online medical consultations
- Company pension plan with employer match
- Employee Share Ownership Plan
- Tuition reimbursement of up to $5000 per year
- Wellness Reimbursement for expenses of up to $300 per year

And many more
Air Canada Vacations offers an enriching work environment combined with excellent employee programs, an impressive benefits package, competitive incentive plan and a vast opportunity to explore the world with our travel privileges. Air Canada Vacations also offers the opportunity to work from home after 6 months of service
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- **Type d'emploi**: poste permanent, temps plein (37.5 heures par semaine)
**Type de shift**: jours, soirs, week-ends, les jours fériés
**Formation**: Vous devez être disponible pour 6-12 semaines de formation à temps plein, du lundi au vendredi, de 9h00 à 17h00.
En tant qu’agent, service à la clientèle, vous êtes le premier contact des agences de voyages et des clients avec notre entreprise. Vous devez donc incarner les normes de qualité de Vacances Air Canada et vous assurer que nous atteignons notre objectif commun — créer des vacances parfaites pour nos clients dont ils se souviendront

**RESPONSABILITÉS**:

- Atteindre et surpasser les objectifs du centre d’appels en ce qui a trait aux normes de service à la clientèle, aux objectifs de vente, à la durée des appels et aux autres objectifs
- Fournir un service à la clientèle hors pair et démontrer de l’intérêt pour nos clients et les agences de voyages
- Utiliser des techniques de vente et de vente incitative pour vendre nos forfaits vacances : billets d’avion, réservations d’hôtels, activités touristiques et locations de voitures
- Faire preuve de professionnalisme en tout temps : au téléphone, dans les courriels et en personne dans le cadre des réunions d’équipe et avec nos fournisseurs
- Utiliser les systèmes internes de Vacances Air Canada de manière efficace et précise lors des réservations
- Promouvoir les services de Vacances Air Canada aux agences de voyages et aux clients qui communiquent avec notre entreprise
- S’assurer que les clients ont toutes les informations et sont renseignés sur tous les produits pertinents en ce qui a trait aux réservations
- Maintenir une connaissance détaillée et à jour de tous nos produits ainsi que de toutes nos procédures et politiques de réservation; appliquer ces informations lors du processus de réservation
- Respecter toutes les procédures lors des

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