Representative, Customer Care
Air Canada Vacations
Montréal, QC
Assist all customers and travel agents through a one stop service in seeking solutions
to resolve problems related to waivers, favours and customer service issues

RESPONSIBILITIES:
  • 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 bookings for which problems/issues/queries need to be resolved same day
  • 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 ResIII
  • 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.
  • Able to make correct business decision and have a solid understanding of the fine line between
customer service and financial impact.
  • Establish strong relationships with travel agents, suppliers, hotels, and employees
  • Work closely with Operations, Destination Services, Airports, Sales and Reservations.
  • Ensure that the company’s image and name is always represented in the most professional and positive manner
  • Provide assistance as required by duty officers.
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 Ocean and Res III and TTS