Representative - Customer Relations (12 Months

2 weeks ago

Montréal QC, Canada Vacances Air Canada Air Canada Vacations Full time

**TITLE**: Customer Relations Representative (12 months contract)
**DEPARTMENT**: Operations
**LOCATION**: Montreal
**SCOPE**: Assist all customers and travel agents in seeking solutions to resolve complaints related to post-travels.
RESPONSIBILITIES
GENERAL
- Handle all claims received in writing from travel agents and/or clients related to bookings for which problems/issues/queries need to be resolved within a turn around time of 10 days;
- Conduct all pertinent research for each complaint;
- Negotiate settlements by phone;
- Analyze and review appeals on decisions taken previously for which travel agents and/or clients are in disagreement and make appropriate decision and/or settlement;
- Troubleshoot issues that may arise which relates to destination representatives’ reports and/or risk claims;
- Ensure telephone calls are returned within same day or 24 hours;
- Enter complaints information into the complaints management system to produce a weekly report and contribute to the monthly and quarterly complaints reports;
- Provide and maintain a high customer service level and professionalism through the course of the telephone and/or any correspondence contact.

FINANCIAL
- Use established parameters to resolve issues of post travel complaints;
- Use common sense, past decisions, legal and court judgments to make decision of post travel complaints;
- Ensure all decisions fall within the budgeted guidelines;
- Able to make correct business decision to serve ACV’s best interests and have a solid understanding of the fine line between customer service and financial impact;
LIAISON
- Establish strong relationships with travel agents, suppliers, hotels, and employees;
- Work closely with Operations, Destination Services, Sales, Reservations and all other internal departments;
- Ensure that the company’s image and name are always represented in the most professional and positive manner;
- Provide assistance as required by duty officers and/or Manager

KNOWLEDGE AND SKILLS REQUIRED
- College degree with a minimum of five (5) years experience in the travel industry
- Good judgment and initiative;
- Demonstrates 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 TTS, JIRA, ARD & Excel.

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