Representative, Customer Relations - Montréal, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

TITLE:

Customer Relations Representative

DEPARTMENT:

Operations

LOCATION:

Montreal

SCOPE:

Assist all customers and travel agents in seeking solutions to resolve complaints related to post-travels;

RESPONSIBILITIES:

GENERAL

Handle all claims received in writing from travel agents and/or clients related to bookings for which problems/issues/queries need to be resolved within a turn around time of 10 days;
Conduct all pertinent research for each complaint;
Negotiate settlements by phone;
Analyze and review appeals on decisions taken previously for which travel agents and/or clients are in disagreement and make appropriate decision and/or settlement ;
Troubleshoot issues that may arise which relates to destination representatives' reports and/or risk claims;
Ensure telephone calls are returned within same day or 24 hours;
Enter complaint information on complaint system to maintain weekly report and assist to complaint monthly/quarterly report;
Provide and maintain a high customer service level and professionalism through the course of the telephone and/or any correspondence contact.

FINANCIAL

Use established parameters to resolve issues of post travel complaints;
Use common sense, past decisions, legal and court judgements to make decisionof post travel complaints;
Ensure all decisions fall within the budgeted guidelines;
Able to make correct business decision to serve ACV's best interests and have a solid understanding of the fine line between customer service and financial impact;

LIAISON

Establish strong relationships with travel agents, suppliers, hotels, and employees;
Work closely with Operations, Destination Services,, Sales, Reservations and all other internal departments;
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 and/or Manager

Knowledge and Skills Required:

College degree with a minimum of five (5) years experience in the travel industry
Good judgement and initiative;
Demonstrates autonomy, excellent work organization/methods and decision making;
Must work well under pressure and tight deadlines;
Excellent communication skills, written and verbal in both official languages (English and French)
Knowledge on TTS, JIRA, ARD,, Excel