Coordinator, Customer Support

6 months ago


Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

**Job Brief**: Assist all customers and travel agents by performing activities pertaining to ticketing, schedules changes and programs modifications and/or booking processes.

**Position Type**: Permanent, Full-time (37.5 hrs per week).

**Shift type**: days, evenings, weekends, statutory holidays

**RESPONSIBILITIES**:

- Communicate schedule changes to our clients in a timely manner;
- Advise our clients of any air and / or land modification affecting their bookings; find alternatives if the changes do not satisfy the client needs;
- Answers all Support calls;
- Process all queues related to all reservation systems;
- Quality assurance for cruise bookings;
- Process all ticketing tasks for all departments (Cruise, Europe, NAM, Res)
- Fix files that contains errors done during the booking process;
- Handle all reports pertaining to Support;
- When necessary, provide back-up support on lines to reservations and / or Customer Care departments;
- Maintain current and accurate product knowledge, booking procedures and policies;
- Provide and maintain a high level of customer service and professionalism through all customer interactions.

KNOWLEDGE AND SKILLS REQUIRED
- Ability to prioritize work and solve problems;
- Ability to work with mínimal direction to achieve objectives in a high pace environment;
- Strong verbal and written communication skills, combined with initiative, flexibility and good judgement;
- Excellent working knowledge of Pacific and ARD Web;
- College diploma in Travel and Tourism and / or a minimum of one (1) year experience as a Reservation agent;
- Bilingual - English and French;
- Good knowledge of ACV product offering;
- Reliable;
- Available to work on shifts.

WHY COME WORK FOR AIR CANADA VACATIONS?
Competitive Starting salary of $17.95/hour
Exciting Travel privileges and discounts after 6 months of service
Eligible for an Annual Incentive Plan

**Incentive award**: $1000 to be paid after 6 month, and another $500 to be paid after 9 months, and $500 to be paid after one year
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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