Customer Service

About Us

Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with Vacation Express, SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”.

The Opportunity

Under Sunwing Vacations, we are looking for a Post-travel Resolution agent to join us in making vacation dreams come true. As a Post-travel Resolution agent, you will be responsible for researching and responding to customer complaints by providing a satisfying resolution response to the customer while protecting the interests of the business. Reporting to the Customer Resolutions Supervisor, you will analyze and investigate claims received. You will be located in Montreal, QC.

What You’ll Do

- Analyze and investigate all claims received pertaining to service/product concerns with suppliers.

- Communicate externally with contracted suppliers for compensation direction on claims received; frequently following up for responses in order to meet customer expectations.

- Investigate claims internally (when required) with applicable departments.

- Process compensation granted by suppliers (supplier deductions).

- Compile/track repeated service and product concerns with our suppliers; escalating trends when appropriate.

- Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.

- Maintain current and accurate records of investigative results.

- Timely and consistent communications with customers with open cases.

- Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.

- Ensure complaints receive frequent communications with status updates.

- Maintain accurate and prompt electronic records of all complaint management touchpoints.

- Solid understanding of company policies and procedures.

- Other duties as assigned.

What You’ll Need

- Exceptional customer service focus and genuine empathy for customers.

- Self-motivated with effective time management skills, able to manage a varied workload.

- Exceptional written, electronic and oral communication skills.

- Highly organized and efficient.

- Ability to analyze written and/or verbal communications to determine meaning behind the words; perceptive.

- Persistent, tenacious and diplomatic in investigative approach.

- Relationship-builder.

- Strong computer skills including Word, Excel, and Outlook.

- Minimum 1-2 years of Customer Service experience in a travel related or hospitality environment.

- Excellent written and verbal skills in English and French.

What We Offer

- Hybrid Work Opportunities

- Growth opportunities

- Opportunity to give back through our social responsibility initiatives

- Great travel perks

- Corporate Discount

- Comprehensive benefits package

- RRSP Matching Program

- Free Parking

- Open concept, collaborative workspace

We thank all who apply; however, only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion – diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response – we partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing – our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development – our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you require accommodation to apply to this position, please email kmatar@sunwing.ca

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