Lead Coordinator, Groups

2 months ago


Montréal QC, Canada Vacances Air Canada Air Canada Vacations Full time

Provide support to all group agents, as well as help maintain a high level of customer service.

**RESPONSIBILITIES**:

- Assist the group agents by providing technical support during their daily activities;
- Provide guidance and assistance to the group agents as well as travel agents, in order to timely and accurately resolve issues and problems
- Assign quotes & review daily audits
- Maintain and provide current and accurate product knowledge, booking procedures and policies;
- Take on role as Acting Supervisor when needed
- Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
- Aim towards first call resolution
- Weekly & daily reporting
- Review booking and ensure accuracy.
- Assist the supervisor in determining training needs
- Provide and maintain a high level of customer service and professionalism through the different means of communication
- Prepare daily updates to the staff of all promotions, system changes, product changes and brochure corrections
- Perform other tasks as assigned by immediate supervisor

**KNOWLEDGE AND SKILLS REQUIRED**:

- College diploma in Tourism and 2 years’ experience as a reservation agent
- Fluently bilingual in French and English
- Demonstrate good judgment, initiative and flexibility
- Ability to manage difficult customer situations, and resolve problems quickly and efficiently
- Ability to work under pressure
- Ability to manage emotions, listens and communicates with respect, and to build trusting relationships
- Strong verbal and written communication skills
- Strong team player
- Knowledge of activities performed by other departments, their policies and procedures, is an asset


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