Airport Service Help Desk Specialist
2 weeks ago
**Description**
**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**
**Scope**:
The Airport Service Help Desk Specialist provides 24/7, 365-day support to Airport Amadeus/Altea CM DCS users worldwide and Interline partners when required. Aiding with questions and technical expertise by phone to support Air Canada Airports operations.
**Role and responsibilities**:
- Process incoming calls to Airport Amadeus/Altea users: aid Airport Customer Experience Specialists on inquiries/problems related to Airport Amadeus/Altea system and procedures.
- Record and prioritize calls, escalating according to their relative impact on the operational integrity of Air Canada
- Provide DCS support to users (resolve baggage tag issues, seat map queries, Edifact through check-in issues, clarify Timatic, support name changes, transfer customers from one flight to another, assist in handling denied boarding situations and entering hand back information)
- Answer E-ticket questions (association, coupon control etc.)
- Provide support for reservation issues, including dividing PNRs, name changes, fare quotes and ticket re-issues.
- Contact the OAL Helpdesks on behalf of our Specialists.
- Be the point of contact for Airports with regards to CCS (Common Customer Servicing) for Star Alliance Partners, proving seamless travel for passengers travelling on any Star Partner.
- Provide resolutions to problems.
- Provide explanation to users including coaching and training.
- Dispatch unresolved problems to 2nd level or 3rd level parties and follow-up on issues.
- Escalate unresolved problems with due concern for expediency.
- Liaise with IT Development, IBM and Amadeus/Altea teams on problems identified as trends and provide quality assurance feedback.
- Raise trouble reports to document system problems and malfunction.
- Provide core database support during off-hours.
- Develop and maintain strong competency in all technical areas of Amadeus/Altea (i.e., Reservations, Departure Control System, Ticketing, etc.)
**Qualifications**
- College Certificate or Diploma (in tourism preferred), or equivalent combination of experience.
- Strong knowledge of Air Canada products, policies, and procedures
- Strong knowledge of Amadeus/Altea and ACpedia
- Self-starter and able to identify/action areas for improvements.
- Background in Customer Service with strong experience in Airport functions
- Excellent verbal communication skills
- Aptitude for computer systems and technologies (Word/Excel/PowerPoint)
- Ability to work under pressure.
- Highly flexible and adaptable
- Ability to work independently.
- Excellent interpersonal skills
- Willingness and ability to work shifts, including evening, overnight and holidays.
**Conditions of Employment**:
**Linguistic Requirements**
Bilingual (English and French)
**Diversity and Inclusion**
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.
-
Airport Services Officer
4 days ago
Dorval, Canada Emirates Full time1. JOB PURPOSE Ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and customer service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Plan, organise and control all aspects of the overall...
-
Airport Services Officer
5 days ago
Dorval, Canada Emirates Full time1. JOB PURPOSE Ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and customer service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Plan, organise and control all aspects of the overall...
-
Service Desk
4 weeks ago
Dorval, Canada Atlantis IT group Full time**Role: Service Desk / Help Desk / IT TECHNICIAN / Desktop Support - French & English** **Location: Dorval ( Onsite)** **Duration - Long Term** **Roles and Responsibility** 1. Knowledge on End User Computing Devices (Laptop / Desktop / VDI) 2. Expertise on windows 7/ 10 administrations 3. Good troubleshooting skills on MS Office, O365, Internet...
-
Customer Experience Manager
3 hours ago
Dorval, Canada Air Canada Full timeDescription Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition to become...
-
Dorval, Canada Air Transat Full timeBe part of the journey!Our mission is to be the preferred airline of our customers and our team.Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable...
-
Dorval, Canada Air Transat Full timeBe part of the journey!Our mission is to be the preferred airline of our customers and our team.Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable...
-
Dorval, Canada Air Transat Full timeBe part of the journey!Our mission is to be the preferred airline of our customers and our team.Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable...
-
Customer Service Learning Specialist
4 weeks ago
Dorval, Canada Air Canada Full time**Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** The Customer Service Training team is looking for dynamic, proactive, and motivated instructors who...
-
Customer Service-learning Specialist
3 weeks ago
Dorval, Quebec, Canada Air Canada Full timeJob Description Description Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. The Customer Service Training team is looking for dynamic, proactive, and motivated instructors...
-
Customer Experience Manager
4 hours ago
Dorval, Canada Air Canada Full timeDescription Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition to...
-
Customer Experience Manager
2 days ago
Dorval, Canada Air Canada Full timeDescription Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to...
-
Billing Specialist
4 weeks ago
Dorval, Canada Securitas Inc. Full timeAs a Billing Specialist, you will report to the Billing and Audit Manager and be responsible for STAS invoicing. You will prepare various types of invoices for the company and perform data reconciliation. **Responsibilities** - Thoroughly review the data provided by the client. - Ask the various departments for relevant modifications. - Prepare regular...
-
Customer Experience Manager
4 weeks ago
Dorval, Canada Air Canada Full time**Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition...
-
Passenger Service Agent
2 weeks ago
Dorval, Canada Menzies Aviation Full timeJob Details Description **Main Accountabilities Include**: - Ensure accuracy of all weight and balance requirements. - Promptly handle all customer service complaints with a focus on positive resolution. - Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, airport announcements and checking for proper...
-
Supervisor, Airport Operations
1 week ago
Dorval, QC, Canada Air Transat Full timeBe part of the journey! Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to...
-
Concierge - 35224
2 weeks ago
Dorval, Quebec, Canada Air Canada Full timeJob Description Description Location: Montreal, QC, Canada (onsite) Starting Salary: $17.30/hour Branch: Airports North America Category: Unionized (UNIFOR) Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the...
-
Concierge - 35224
3 weeks ago
Dorval, Canada Air Canada Full timeJob Description Description Location: Montreal, QC, Canada (onsite) Starting Salary: $17.30/hour Branch: Airports North America Category: Unionized (UNIFOR) Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and...
-
Schedule Coordinator
4 days ago
Dorval, Canada Air Transat Full timeCompany Description Be part of the journey! Our mission is to be the preferred airline of our customers and our team. Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our...
-
Schedule Coordinatot
4 weeks ago
Dorval, Canada Air Transat Full time**Job Description**: The incumbent will be responsible for adjusting the short-term work schedules for the various teams involved in airport operations. Ensures the proper assignment of short-term manpower for all targeted functions to ensure sound management, in accordance with the organization's needs. **Responsibilities** - Adjusts work schedules for the...
-
Schedule Planner
7 days ago
Dorval, Canada Air Transat Full timeCompany Description Air Transat is Canada's leading vacation carrier. It offers some sixty international destinations in over 25 countries in North America and Europe, as well as domestic and connecting flights within Canada. Each year, the airline carries some 5 million passengers. We work with respect, diversity and pride, and belong to one of the...