Customer Service Manager - Customer Relations

at  Air Canada

RESPONSABILITIES:

• Coach employees to the team metrics, (productivity, attendance, adherence to compensation guidelines, appeals, quality) to achieve and exceed productivity and service objectives.
• Coach on soft skills by demonstrating courtesy, empathy and poise under pressure.
• Review customer files and responses to ensure quality responses, technical accuracy and conformance to Company policies and procedures.
• Assist in the development of manpower planning activities, work schedules, work at home visits, quality assessment score cards and other reports as required.
• Provide recognition and deliver constructive feedback in a manner that fosters motivation and empowerment to a work from home team.
• Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.
• Anticipate, identify, and knowledgably resolve queries from employees with a results-oriented approach to performance.
• Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions.
• Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions.
• Anticipate employees’ and customers’ needs and be available for them.
• Celebrate success with employees by recognizing great individual and team effort and take time to thank them.
• Be entrepreneurial and make every decision as if you owned Air Canada.

Qualifications

• Possess at least a high school diploma
• Strong customer focus, dealing with employees and customers with professionalism and care
• Genuine desire to contribute to the betterment of Air Canada
• Previous experience in a customer relations environment an asset
• Strong understanding of airline tariffs and reservations an asset
• Excellent written communication skills
• Excellent problem solving skills; able to apply creative solutions that have a positive impact on results
• Recognized ability to work under pressure, handle stressful situations and maintain flexibility
• Ability to respond quickly to situations and seize opportunities
• Possess an energetic and tenacious achievement orientation
• Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment
• Strong knowledge and expertise with Air Canada’s service standards as well as labor relations
• Knowledge of labour relations and experience in managing a unionized workforce is an asset
• Shift Work: The position involves shift work across the 7 days of the week, including morning, evening, and night shifts based on the needs of the operations.

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

Based on equal qualifications, preference will be given to bilingual candidates.

Please refer the Job description for details