Lead Agent

3 days ago

Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

Provide technical support to the call center agents. Guide the reservations staff in maintaining a high level of customer service. Assist and support the Supervisor in the daily activities.

**RESPONSIBILITIES**:

- Assist the call center agents by providing technical support during their daily activities;
- Provide guidance and assistance to the call center agents as well as travel agents, in order to timely and accurately resolve issues and problems;
- Answer customer service calls when required - Act as first escalation level for the reservations agents and for our clients;
- Provide back-up support on lines when needed;
- Maintain and provide current and accurate product knowledge, booking procedures and policies;
- Take on role as Acting Supervisor during afterhours and week-ends;
- Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
- Aim towards first call resolution;
- Assist the supervisor in determining training needs;
- Provide and maintain a high level of customer service and professionalism through the different means of communication;
- Perform other tasks as assigned by immediate supervisor.

**KNOWLEDGE AND SKILLS REQUIRED**:

- College diploma in Tourism and 2 years’ experience as a reservation agent
- Fluently bilingual in French and English
- Demonstrate good judgment, initiative and flexibility
- Ability to manage difficult customer situations, and resolve problems quickly and efficiently
- Ability to work under pressure
- Ability to manage emotions, listens and communicates with respect, and to build trusting relationships
- Strong verbal and written communication skills;
- Strong team player
- Knowledge of activities performed by other departments, their policies and procedures, is an asset

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