Lead Customer Relations Specialist

6 months ago

Québec, Canada FlightHub Full time

**UNCAGE YOUR** **AMBITION **as a
**Lead Customer Relations Specialist**
**(Unconventional Channels)**:
We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales, and, whereas the pandemic may have slowed us down a little, we are coming back even stronger. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.

We are looking for a** **Lead Customer Relations Specialist for Unconventional Channels to join our team. In this role you will oversee and manage a team dedicated to resolving customer inquiries, complaints, and requests that come through non-traditional channels. Your role is to ensure exceptional service delivery, team performance, and continuous process improvement, aligning with company standards and customer satisfaction goals.

**Many career paths can prepare you for this life-changing opportunity, but preferably, you have experience in**:

- **Team Leadership**: Supervising and mentoring the customer relations team handling cases from unconventional channels, ensuring high performance and adherence to company policies and standards.
- **Resolve Complex Issues**: Addressing escalated customer inquiries and concerns received via legal notices, BBB, DOT, social media, review websites, and direct executive or employee escalations, ensuring efficient and accurate resolutions.
- **Process Optimization**: Developing and implementing strategies to optimize the handling of complaints and requests from unconventional channels, enhancing overall team efficiency and customer satisfaction.
- **Quality Assurance**: Establishing and maintaining robust QA monitoring frameworks to ensure that KPIs are met and systems are functioning smoothly.
- **Communication**: Facilitating clear and effective communication within the team and with customers and other stakeholders, ensuring all parties are informed and satisfied with resolutions.
- **Multitasking and Coordination**: Overseeing the team's ability to multitask and manage multiple inquiries while adhering to diverse policies and regulations, ensuring timely and accurate case resolutions.
- **Data-Driven Improvements**: Utilizing a data-driven approach to analyze processes, identify trends, and implement improvements to enhance efficiency and customer satisfaction.
- **Adaptability**: Ensuring the team remains adaptable to evolving circumstances and changes in policies, fostering a flexible and responsive work environment.
- **Results-Oriented Mindset**: Maintaining a focus on achieving customer satisfaction and retention, encouraging a results-oriented culture within the team.
- **Outstanding Customer Service**: Upholding a commitment to providing outstanding customer service, ensuring the team resolves issues promptly and effectively in a fast-paced environment.

**Requirements**:

- **Experience**: Minimum of 5 years' experience in customer service or relations, with at least 2 years in a leadership role, preferably handling non-traditional customer service channels.
- **Communication Skills**: Fluent in English with excellent verbal and written communication skills to effectively lead the team and communicate with customers and stakeholders.
- **Leadership Skills**: Proven leadership abilities, including mentoring, team management, and performance evaluation, to ensure team success.
- **Multitasking Ability**: Exceptional multitasking skills to oversee team operations and ensure efficient resolution of multiple inquiries simultaneously.
- **Data Proficiency**: Strong ability to utilize a data-driven approach to analyze processes and identify opportunities for optimization, improving team efficiency and customer satisfaction.
- **Adaptability**: Demonstrated openness to change and the ability to guide the team in adapting to evolving circumstances and policies.
- **Results-Oriented**: Commitment to achieving high customer satisfaction and retention, with a focus on exceeding expectations and delivering superior service.
- **Service Excellence**: Dedication to maintaining high standards of service excellence, prioritizing customer satisfaction, and effective resolution of issues from unconventional channels.
- **Please note this position is in Montreal, Quebec and on-site**

**Show us your drive and join our team**

LI-CV

**LIBÉREZ VOTRE AMBITION - DEVENEZ**
**Spécialiste en chef des relations avec la clientèle**
**(canaux non conventionnels)**:
Nous sommes le groupe FlightHub, nous formons une équipe ambitieuse derrière les agences de voyages en ligne FlightHub et Justfly. Nos marques sont devenues deux des agences de voyages en ligne les

  • Customer Relations Specialist

    6 months ago

    Québec, Canada FlightHub Full time

    **UNCAGE YOUR** **AMBITION **as a **Customer Relations Specialist** **(Unconventional Channels)**: We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion...

  • Customer Service Specialist

    4 weeks ago

    Québec, Quebec, Canada EightSix Network Full time

    About the Role:Dynamic Funds is a leading wealth management firm that offers a comprehensive range of financial solutions. We are seeking an experienced Customer Service Specialist to join our team in Montreal. The successful candidate will be responsible for providing effective customer service in response to inquiries on our products and services.Key...

  • Customer Relations Specialist

    6 months ago

    Québec, Canada Transat Tours Canada Full time

    **Company 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...

  • Customer Support Specialist

    2 months ago

    Québec, Quebec, Canada beBee Professionals Full time

    Customer Support SpecialistWe are seeking a skilled Customer Support Specialist to provide technical assistance to customers, resolve issues, and deliver exceptional customer service. The ideal candidate will possess a degree in Computer Science or a related field and have experience in customer service and technical support. Knowledge of software...

  • Customer Experience Specialist for Linen Chest

    4 weeks ago

    Québec, Quebec, Canada Linen Chest Full time

    OverviewLinen Chest is a leading provider of custom window coverings, seeking a skilled Customer Experience Specialist to join our team.

  • Senior Customer Support Specialist

    1 week ago

    Québec, Quebec, Canada Momentum Financial Services Group Full time

    Job Summary:Momentum Financial Services Group is a leading provider of financial services in North America. We are currently seeking an experienced Senior Customer Support Specialist to join our team in providing high levels of support to corporate and retail users.

  • Leadership Specialist: Customer Experience

    3 weeks ago

    Québec, Quebec, Canada The Toronto-Dominion Bank (Canada) Full time

    About This RoleWe are seeking a highly skilled and experienced leadership specialist to join our team as a Customer Experience Manager. This is an exciting opportunity to lead a high-performing team and contribute to the delivery of exceptional customer experiences.Key ResponsibilitiesMentor and coach a team to achieve operational excellence and personal...

  • Transformation Lead Specialist

    4 weeks ago

    Québec, Quebec, Canada Mytechtal Full time

    Job SummaryWe are seeking an experienced and dynamic Organizational Change Management (OCM) expert to join our team at Mytechtal. The ideal candidate will have a proven track record of delivering successful OCM outcomes for complex IT projects and programs.About the RoleThis is a key leadership position that requires a deep understanding of change management...

  • Sales and Customer Growth Specialist

    1 month ago

    Québec, Quebec, Canada Sherwin-Williams Full time

    Job Summary: We are seeking a skilled Sales and Customer Growth Specialist to join our team at Sherwin-Williams. As a Sales and Customer Growth Specialist, you will be responsible for building and maintaining relationships with customers, identifying new business opportunities, and driving sales growth in a defined territory.Key Responsibilities:Develop and...

  • Customer Support Specialist

    3 weeks ago

    Québec, Quebec, Canada NPA WorldWide Full time

    Job OverviewNPA WorldWide is a leading company in the mining and mineral processing industry, offering exciting opportunities for professionals to grow and succeed.Salary and BenefitsThe salary for this role is estimated to be around $80,000 to $120,000 per year, depending on experience and qualifications. In addition to a competitive salary, we offer a...

  • Lead Refund and Booking Modification Specialist

    6 months ago

    Québec, Canada FlightHub Full time

    **UNCAGE YOUR** **AMBITION **as a **Lead Refund & Booking Modification Specialist**: We are **FlightHub Group**, an ambitious team of people that created **FlightHub** and **Justfly**. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, totaling 3 billion dollars in sales,...

  • Customer Experience Specialist

    4 weeks ago

    Québec, Quebec, Canada Linen Chest Full time

    At Linen Chest, we are seeking a skilled Customer Experience Specialist to excel in a dynamic role that combines customer service and sales support. This position involves interacting with clients through various channels, providing product information, and ensuring a seamless shopping experience.Key Responsibilities:Pre-Sales Support:Assist clients in...

  • Lead Auditor, QA Specialist

    6 days ago

    Québec, Quebec, Canada Syneos Health Full time

    Syneos Health is a pioneering biopharmaceutical solutions company that accelerates customer success by translating unique insights into outcomes. As a Lead Auditor, QA Specialist, you will play a crucial role in ensuring the quality and integrity of our clinical development processes.Job DescriptionWe are seeking an experienced Lead Auditor, QA Specialist to...

  • Customer Experience Specialist

    4 weeks ago

    Québec, Quebec, Canada EightSix Network Full time

    Job SummaryWe are seeking a highly motivated Customer Experience Specialist to join our team in Carrefour du Nord. This is an exciting opportunity for someone who is passionate about providing exceptional customer service and has previous sales experience.

  • Lead Dairy Specialist

    3 weeks ago

    Québec, Quebec, Canada IGA Full time

    Job SummaryIGA is seeking a highly motivated Lead Dairy Specialist to join our team.About the RoleThis is a full-time position that requires 35-40 hours of work per week with day and evening shifts available. We offer flexibility in scheduling, allowing you to choose your availability.Key ResponsibilitiesProvide exceptional customer service at all...

  • Sales Associate

    4 weeks ago

    Québec, Quebec, Canada The Children's Place Full time

    The Children's Place is committed to providing an exceptional customer experience. We are seeking a Sales Associate - Customer Experience Specialist to join our team.Key Responsibilities:Provide exceptional customer service and support to ensure a positive shopping experience.Effectively communicate value and quality of merchandise to customers.Maintain a...

  • Customer Support Specialist

    3 weeks ago

    Québec, Quebec, Canada Momentum Financial Services Group_new Full time

    About the RoleWe are seeking a skilled Customer Support Specialist to join our team at Momentum Financial Services Group_new. In this role, you will be responsible for providing high levels of support to corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner.Key Responsibilities:Handling...

  • Endpoint Adjudication Specialist Lead

    2 weeks ago

    Québec, Quebec, Canada Syneos Health Full time

    Company OverviewSyneos Health is a leading biopharmaceutical solutions organization dedicated to accelerating customer success.Job DescriptionThe Endpoint Adjudication Specialist Lead will provide operational support to the MCAM Manager and project team members across scoped services, including attending committee meetings, preparing meeting materials, and...

  • Customer Experience Specialist

    4 weeks ago

    Québec, Quebec, Canada The Toronto-Dominion Bank (Canada) Full time

    About The Toronto-Dominion Bank (Canada)The Toronto-Dominion Bank (Canada) is a leading global financial institution with a rich history and commitment to delivering exceptional customer experiences. With over 95,000 colleagues worldwide, we are dedicated to enriching the lives of our customers, communities, and employees.Job SummaryWe are seeking a highly...

  • Customer Care Specialist

    6 months ago

    Québec, Canada Amilia Full time

    **Who we are**: Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients! **What we do**:We provide an eCommerce platform for activities and...