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Supervisor, Customer Support

2 weeks ago

Québec, Canada Air Canada Vacations Full time

**Job Brief**:
Provide guidance and assistance to subordinates, travel agents, direct customers and other departments, and accurately resolve issues and problems in a timely fashion.

Requisition: Supervisor, Customer Support/Superviseur, Soutien client

LIEU : Montréal

**RESPONSABILITÉS**:

- Fournir un encadrement et un soutien à ses subordonnés, aux agents de voyages, aux clients et aux autres départements, ainsi que résoudre les situations et les problèmes de manière appropriée et dans un délai raisonnable.
- Développer et motiver une équipe de soutien à la clientèle efficace afin de garantir le respect des normes de productivité.
- Superviser le personnel du Soutien client, ce qui implique l’évaluation du rendement, l’embauche, la planification de la main-d’œuvre, le développement, l’encadrement et la discipline de ses subordonnés.
- Veiller à ce que les lignes directrices soient maintenues à jour afin de faciliter la résolution de situations et de problèmes.
- S’assurer que les changements d’horaire et autres modifications aériennes et terrestres sont communiqués dans un délai de 48 heures suivant leur réception.
- S’assurer que les files d’attente, les appels, les courriels, les rapports et autres tâches connexes sont exécutés dans un délai raisonnable.
- Tenir un journal hebdomadaire de tous les appels entrants, appels sortants et courriels relatifs aux différentes tâches du département.
- Effectuer un suivi continu et donner des séances de formation afin de s’assurer que la qualité du service à la clientèle et du professionnalisme soit assurée et maintenue à tout moment lors des entretiens téléphoniques et publiques.
- S’assurer que le personnel du service client possède une connaissance à jour et approfondie des produits, des procédures de réservation et des politiques.
- Entretenir de bonnes relations avec les agents de voyages, les fournisseurs et les employés.
- Travailler en étroite collaboration avec les départements des produits, des opérations aériennes, des services à destination, des réservations, des relations clients et des ventes.
- Apporter un soutien au département de service client.
- Accomplir d’autres tâches assignées par le superviseur immédiat.

**CONNAISSANCES ET COMPÉTENCES REQUISES**:

- Diplôme d’études collégiales en tourisme ou en gestion;
- Minimum de 3 ans d’expérience dans le domaine;
- Excellente connaissance de Pacific, ARD Web et TTS;
- Connaissance de Word, Excel, PowerPoint et Outlook;
- Excellentes compétences interpersonnelles ainsi que de bonnes aptitudes de communication et d’organisation;
- Capacité à travailler dans un environnement dynamique ainsi qu’exigeant et à gérer efficacement plusieurs projets;
- Bon esprit d’équipe;
- Faire preuve de bon jugement, d’initiative, d’autonomie et de flexibilité;
- Bilingue : français et anglais;
- Vaccination contre la COVID-19 obligatoire depuis le 31 octobre 2021;
- LOCATION: Montreal

**RESPONSIBILITIES**:

- Provide guidance and assistance to subordinates, travel agents, direct customers and other departments, and accurately resolve issues and problems in a timely fashion;
- Develop and encourage an effective Support team to ensure that productivity standards are met;
- Supervise the Support staff, which includes performance evaluations, hiring, manpower planning, development, coaching and disciplining of subordinates;
- Ensure guidelines are kept up to date to help resolve those issues / problems.
- Ensure schedule changes, air and land modifications are communicated within 48 hours of reception;
- Conduct on-going monitoring and coaching sessions to ensure a high level of customer service and professionalism is provided and maintained at all times through telephone and public contacts;
- Ensure that the Support staff maintain current and accurate knowledge of products, booking procedures and policies;
- Maintain strong relationships with travel agents, suppliers and employees;
- Work closely with Products, Air Operations, Destination Services, Reservations, Customer Relations and Sales;
- Provide back up for the Customer Care department;
- Perform other tasks as assigned by superior

**KNOWLEDGE AND SKILLS REQUIRED**:

- College diploma in Tourism and / or management
- Minimum of 3 years’ experience in the industry
- Excellent knowledge of Pacific, ARD Web and TTS
- Knowledge of Word, Excel, PowerPoint and Outlook
- Excellent interpersonal skills, communication and organizational skills
- Ability to work in a fast paced, demanding environment and handle multiple projects effectively
- Strong team player
- Demonstrate good judgment, initiative, autonomy, and flexibility
- Bilingual: French and English
- Mandatory Covid-19 Vaccination Required as of October 31st 2021