Customer Service Representative

6 months ago

Montréal, Canada Newrest Full time

Le rôle principal de cette personne est d'interagir avec les clients partenaires commerciaux et les membres d'équipage de vol pour traiter les préoccupations, répondre aux questions et aider aux besoins opérationnels. Cette personne est essentielle pour promouvoir la marque Newrest et créer des expériences positives avec nos clients grâce à des interactions quotidiennes.
- Travailler à la fois de manière indépendante et en équipe pour accomplir les tâches de travail
- Respecter les délais et gérer les changements imprévus dans un environnement soumis à contraintes de temps
- Interagir avec les clients et les partenaires commerciaux pour améliorer les relations commerciales et promouvoir la notoriété de la marque
- Utiliser un logiciel client de jour d'opération et une interface pour garantir que chaque vol bénéficie du bon niveau de service
- Auditer et s'assurer que toutes les exigences spécifiques en matière de restauration sont remplies à bord avant le départ du vol
- Contrôler la conformité et la qualité des produits de restauration à bord avant le départ du vol
- Communiquer avec les membres de l'équipe et les clients en personne ou par le biais de canaux électroniques pour fournir des informations sur les informations de vol, les spécifications et/ou d'autres contenus pertinents
- Saisir des rapports d'audit dans la plateforme fournie par l'entreprise pour toutes les affectations de vol programmées
- Traiter les problèmes liés à la restauration des clients, fournir des solutions appropriées et des alternatives dans les délais impartis ; assurer un suivi pour garantir une résolution adéquate
- Participer à des visites de base sur place et hors site pour des présentations axées sur le client et d'autres opportunités de participation
- Prendre des décisions pour résoudre les problèmes conformément aux politiques, procédures et valeurs fondamentales de Newrest
- Conduire et utiliser en toute sécurité des équipements au sol tels que des fourgonnettes dans des zones congestionnées, à la fois sur et hors de la zone d'exploitation aérienne (« aire de trafic »)
- Une présence régulière et ponctuelle est attendue pour le poste.
- Effectuer d'autres tâches assignées.

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- The primary role of this individual is to engage with business partner customers and flight crew members to address concerns, answer inquiries, and assist with operational needs. This individual is essential to promoting the Newrest brand and creating positive experiences with our customer though daily interactions.
- Work both independently and as part of a team to accomplish work tasks
- Meet deadlines and manage unexpected changes in a time-sensitive environment
- Socialize with customers and business partners to improve business relationships and promote brand awareness
- Use day-of-operation client software and interface to ensure that every flight has the right level of service
- Audit and ensure all catering specification requirements are fulfilled onboard prior to flight departure
- Control conformity and quality of onboard catering products prior to flight departure
- Communicate with team members and customers in-person, or through electronic channels, to furnish information regarding flight information, specifications, and/or other relatable content
- Input audit reports into company-issued platform for all scheduled flight assignments
- Address catering-related customer issues, provide appropriate solutions and alternatives within designated time limits; follow up to ensure adequate resolution
- Attend both on and offsite base visits for customer-focused presentations and other engagement opportunities
- Make decisions to address issues keeping in line with Newrest policies, procedures, and core values
- Safely drive and operate ground equipment such as vans in areas of congestion both on and off the air operations area ("ramp")
- Regular and timely attendance is expected for the position.
- Perform other duties as assigned.

EXIGENCES EN MATIÈRE D'ÉDUCATION/EXPÉRIENCE
- Diplôme d'études secondaires ou équivalent requis
- Permis de conduire valide et non expiré requis
- Expérience préalable dans l'industrie de l'hôtellerie, des compagnies aériennes et/ou de l'aviation préférée mais non requise
- D/A de l'aéroport YUL préféré mais non requis
- Insigne RAIC YUL préféré mais non requis

COMPETENCES
- Fortes compétences interpersonnelles, de communication et d'organisation avec un sens aigu de la précision et de l'attention aux détails
- Aptitude à la résolution de problèmes
- Orientation service client et capacité à s'adapter et à répondre à différents types de personnalités
- Capacité à respecter les règles de conduite personnelle, la conduite professionnelle et les directiv

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