Customer Relations Director

17 hours ago


London, Ontario, Canada Porter Airlines Inc. Full time

Overview

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Porter Airlines Inc. is a leading Canadian airline offering genuine hospitality with style, care and charm since 2006.

Job Summary

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We are seeking an experienced Customer Relations Director to lead our customer relations team in the Toronto Downtown Office. This role will oversee specialized customer relations functions and manage a team of supervisors responsible for ensuring exceptional service delivery.

About the Role

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The Customer Relations Director will be responsible for:

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  • Managing and mentoring a team of supervisors to achieve excellent results;

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  • Ensuring all customer interactions follow our established framework to deliver empathetic, informed, and effective resolutions;

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  • Oversight of claim management for APPR-mandated compensation, expense reimbursements, and special assistance requests;

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  • Implementing a performance culture through regular reviews, coaching, and feedback;

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  • Optimizing workflows and processes to improve efficiency and customer satisfaction;

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What We Offer

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This is an exciting opportunity to join Porter Airlines Inc. as a Customer Relations Director in the Toronto Downtown Office. The successful candidate will enjoy a competitive salary of $120,000 per year, plus benefits and opportunities for professional growth and development.

Requirements

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To be considered for this role, you must have:

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  • A proven track record of managing customer relations teams in the airline industry;

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  • Familiarity with APPR compensation guidelines, claims management, and special assistance processes;

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  • Strong leadership skills, including mentoring first-line supervisors;

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  • Proficiency with tools such as Zendesk (customer service management) and Calabrio (performance analytics);

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  • Exceptional written and verbal communication skills;

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  • A positive, customer-focused attitude with strong organizational and relationship management skills;

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Location

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Toronto Downtown Office (250 Yonge Street)

Language: en



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