Lead Agent - Montréal, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Provide technical support to the call center agents. Guide the reservations staff in maintaining a high level of customer service. Assist and support the Supervisor in the daily activities.

RESPONSIBILITIES:

Assist the call center agents by providing technical support during their daily activities;
Provide guidance and assistance to the call center agents as well as travel agents, in order to timely and accurately resolve issues and problems;
Answer customer service calls when required
Act as first escalation level for the reservations agents and for our clients;
Provide backup support on lines when needed;
Maintain and provide current and accurate product knowledge, booking procedures and policies;
Take on role as Acting Supervisor during afterhours and weekends;
Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations;
Aim towards first call resolution;
Assist the supervisor in determining training needs;
Provide and maintain a high level of customer service and professionalism through the different means of communication;
Perform other tasks as assigned by immediate supervisor.

KNOWLEDGE AND SKILLS REQUIRED:

College diploma in Tourism and 2 years' experience as a reservation agent
Fluently bilingual in French and English
Demonstrate good judgment, initiative and flexibility
Ability to manage difficult customer situations, and resolve problems quickly and efficiently
Ability to work under pressure
Ability to manage emotions, listens and communicates with respect, and to build trusting relationships
Strong verbal and written communication skills;
Strong team player
Knowledge of activities performed by other departments, their policies and procedures, is an asset