Customer Service Agent

Location:
Moncton, NB, Canada (Onsite)

Starting Salary:
$21.09/hour

Branch:
Cargo

Category:
Unionized (IAMAW)

Being part of Air Canada is to become part of an iconic Canadian symbol. Are you passionate about reaching new heights, teamwork, and making a meaningful contribution? Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
It's important to know that

• This is a fast-paced call-centre role: You'll be working in a structured, shift-based setting that operates year-round, including holidays. Flexibility and comfort with shift work are essential.
• Communication and focus are essential: You'll need to stay attentive, collaborate effectively, and handle challenging customer interactions with professionalism.
• Strong performance leads to growth: Meeting targets and maintaining a positive attitude can open doors to new opportunities.

Key duties

• Provide exceptional customer service at the Cargo Call Centre.
• Perform shipment tracing, World Tracer transactions, and lost & found functions.
• Prepare records, process data entry, and manage customer interactions using multiple Cargo systems.
• Resolve customer complaints related to lost, delayed, mishandled, or damaged shipments.
• Determine cargo rates, routings, and shipping procedures, including check-in and delivery.
• Utilize a cloud-based CRM system to manage customer inquiries via phone and email.

Qualifications

• Experience in aviation and/or transport, an asset;
• Experience in Tourism and Hospitality, an asset;
• Have excellent communication skills, able to work with peers and customers by building solid relationships;
• Customer service oriented, organized, and excellent at managing time;
• Capacity to work within strict timelines to maintain on-time departures while ensuring safety at all times;
• Have excellent computer skills, knowledge of Microsoft products preferred;
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment;
• Candidates must be available for shift work in a 24/7 operational environment, including mornings, evenings, weekends, and statutory holidays;
• Must successfully complete and pass a mandatory full-time, paid 5-week training program to maintain employment;

Benefits

• Financial benefits: Pension program, Employee Share Ownership Program, and Profit Sharing.
• Wellbeing & health benefits: Health, dental, and life insurance for you and your family (if necessary).
• Recognition: Air Canada's recognition program (Shine) allows you to recognize and be recognized for those outstanding moments.
• Travel privileges: A generous employee travel program for you and other eligible people once you have completed twenty-eight (28) weeks of service. This includes, but is not limited to standby travel, hotel & car rental discounts, Air Canada Vacation discounts, and more.

Conditions Of Employment
Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements
Bilingual (English and French)

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.