Representative, Social Media

2 weeks ago


Montréal, Canada Air Canada Vacations Full time

**Job Brief**:
Air Canada Vacations is currently looking for a Representative, Social Media / Vacances Air Canada est présentement a la recherche d'un(e) Représentent(e), Média Sociaux.

Assist all customers and travel agents by responding to Social Media messages where Air Canada Vacations is mentioned. Respond to customers to improve their experience and resolve customer issues.

**Responsabilities**:

- Troubleshoot issues that may arise which relates to destination representatives and system, destination with no representatives and issues that arise related to web (pricing and information discrepancies)
- Provide and maintain excellence in customer service throughout the course of any correspondence with clients. Ensure we follow our quality standards and provide safety, courteous responses, accuracy, and demonstrate that we care for our passengers
- Help our customers on their preferred channel to ensure that they have the same experience online as they would on the phone
- Resolve issues and assist customers with any concerns they may have, including customer service-related issues and comments, whether it be pre, during, or post travel
- Use established parameters, including budgetary guidelines, to resolve matters promptly and respectfully
- Direct Customers to proper channels when Air Canada Vacations is unable to assist (e.g. direct them to Air Canada for baggage allowance or to Air Canada Rouge for Inflight Entertainment)
- Flag potential issues that could become a crisis and a risk to our brand
- Flag customer feedback regarding website or product offerings
- Establish strong relationships with travel agents, suppliers, hotels, and industry employees
- Work closely with Operations, Destination Services, Sales and Reservations
- Ensure that the company’s image and name is always represented in the most professional and positive manner
- Provide assistance as required by duty officers
- May perform other tasks as assigned by immediate supervisor

**Knowledge and Skills Required**:

- College degree with a minimum of two (2) years’ experience in the travel industry
- Good judgment and initiative;
- Demonstrate autonomy, excellent work organization/methods and decision-making;
- Must work well under pressure and tight deadlines
- Excellent communication skills, written and verbal in both official languages (English and
- French)Knowledge on Pacific, TTS, ARD
- Must be available from Monday to Sunday

Aider tous les clients et les agents de voyages en répondant aux messages des médias sociaux où Vacances Air Canada est mentionné. Répondre aux clients pour améliorer leur expérience et résoudre leurs problèmes.

**Responsabilités**:

- Résoudre les problèmes qui peuvent survenir en ce qui concerne les représentants à destination et le système, les destinations sans représentant et les problèmes qui surviennent sur le Web (différences de prix et d’information).
- Fournir et maintenir l’excellence du service à la clientèle tout au long de la correspondance avec les clients. S’assurer que nous suivons nos normes de qualité et que nous fournissons des réponses sûres, courtoises et précises, et démontrer que nous nous soucions de nos passagers.

Aider nos clients sur leur moyen de communication privilégié pour s’assurer qu’ils ont la même expérience en ligne qu’au téléphone.
- Résoudre les problèmes et aider les clients à résoudre leurs préoccupations, y compris les problèmes et les commentaires liés au service à la clientèle, que ce soit avant, pendant ou après le voyage.

Utiliser les paramètres établis, y compris les directives budgétaires, pour résoudre les problèmes rapidement et avec respect.
- Diriger les clients vers les canaux appropriés lorsque Vacances Air Canada n’est pas en mesure de les aider (par exemple, les diriger vers Air Canada pour la franchise de bagages ou vers Air Canada Rouge pour le divertissement en vol).
- Signaler les problèmes potentiels qui pourraient devenir une crise et un risque pour notre marque.

Signaler les commentaires des clients concernant le site Web ou les offres de produits.
Établir de solides relations avec les agents de voyages, les fournisseurs, les hôtels et les employés de l’industrie.
- Travailler en étroite collaboration avec les services des opérations, des services à destination, des ventes et des réservations.
- Veiller à ce que l’image et le nom de l’entreprise soient toujours représentés de la manière la plus professionnelle et la plus positive possible.
- Fournir l’assistance requise par les agents de service.
- Effectuer d’autres tâches assignées par le superviseur immédiat.

**Connaissances et compétences requises**:

- Diplôme collégial avec un minimum de deux (2) ans d’expérience dans l’industrie du voyage
- Bon jugement et esprit d’initiative
- Autonomie, excellentes organisation et méthode de travail et de prise de décision
- Capacité à tra



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