Representative, Customer Care

at  Vacances Air Canada Air Canada Vacations

KNOWLEDGE AND SKILLS REQUIRED:

• College degree with a minimum of two (2) years experience in the travel industry
• Ability to work weekends & holidays. Ability to start as early as 4:00 a.m. (with the option of working from home).
• Good judgement and initiative
• Demonstrates autonomy and excellent work organization/methods; must work well under pressure
• Excellent communication skills, written and verbal in both official languages (English and French)
• Knowledge of Pacific and ARD Web

• Provide and maintain a high customer service level and professionalism through the course of the telephone and/or email contact.
• Prepare, fill and send Airport Dispatch Reports for all flights departing on a daily basis
• Answer all calls from travel agents related to booking problems/issues/queries
• Assist agencies with seat selection/errors/omissions/misquotes and price matching.
• Analyze and review appeals on decisions taken previously for which travel agents are in disagreement and make necessary recommendation
• Advise travel agencies and/or customers of options on files affected by hurricanes/ IROPS and ensure follow-up
• Troubleshoot issues that may arise which relates to destination representatives and system
• Troubleshoot issues that may arise in destinations with no representatives.
• Troubleshoot issues that may arise which relates to the web (pricing & information discrepancies)
• Supply destination representatives with Northbound availability and rates for holiday extensions
• Obtain payment authorizations for modifications and sales at destination
• Follow up with Travel agents and Destination representatives with regard to no-shows
• Make air changes pre and during travel in ARD Web
• Complete all changes related to modifications (cross sell) and addition of payments on files
• Report waivers and favours on a daily basis
• Use established parameters to help resolve issues or problems pre travel
• Ensure all decisions fall within the budgeted guidelines.
• Establish strong relationships with travel agents, suppliers, hotels, and employees
• Work closely with Operations, Destination Services, Airports, Sales and Reservations.
• Provide assistance as required by duty officers.