Lead Customer Sales & Service Agent

at  Air Canada

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

• Mandatory German and English. French an asset.

Qualifications

• Customer service experience within a call centre environment and previous airline industry experience with a minimum of two years college degree or equivalent and apprenticeship in the travel industry is an asset
• Working knowledge of computer applications and internet is an asset
• PC/IT skills at high standard
• Experience in a leading position will be considered an asse

• Offer the highest level of customer service while providing customers with information regarding flights, fares, destinations, special offers and other travel products
• Use Air Canada’s in-house reservation system to make new flight reservations or to modify existing bookings
• Provide timely resolution to customer inquiries, including concerns and/or issues to ensure customer satisfaction
• Accurately obtain documents and confirm customer’s personal information for bookings
• Reviewing queues and generic emails
• Reviewing and adjusting daily and monthly duty roster, handling short- term changes in vacation plan and hand over to manager for final approval
• Updating daily and relevant information in Yammer group
• Assisting agents as per manager request
• Handling escalations and difficult cases prior escalation to manager
• Handle special tasks as assigned by manager
• Generate statistics
• Check time cards of agents
• Providing training to new agents as part of trainer team
• Take the lead if manager is not in the office
• Liaise with Concierge groups to provide support / assistance in dealing/handling with high profile/premium customers

Qualifications

• Customer service experience within a call centre environment and previous airline industry experience with a minimum of two years college degree or equivalent and apprenticeship in the travel industry is an asset
• Working knowledge of computer applications and internet is an asset
• PC/IT skills at high standard
• Experience in a leading position will be considered an asset