Customer Service Manager Remote - Canada - Air Canada

Air Canada Canada

3 weeks ago

Description

Customer Service Manager Customer Relations (Remote)
Customer Service Manager Customer Relations | Air Canada |Canada
Description

Being part of Air Canada is to become part of an iconic Canadiansymbol, recently ranked the best Airline in North America.

Let your careertake flight by joining our diverse and vibrant team at the leading edge of...

Being part of Air Canada is to become part of an iconic Canadiansymbol, recently ranked the best Airline in North America.

Let your careertake flight by joining our diverse and vibrant team at the leading edge ofpassenger aviation.

Our skilled Customer Service Managers embrace their role as a Leader,assisting Customer Relations Representatives to achieve their personalpotential in the delivery of superior service in handling customercomplaints.

Strong interpersonal skills and coaching abilities dominate asthey educate and motivate their team resolving issues promptly andeffectively, with the ultimate goal of maintaining customer loyalty.

Theyquickly adapt to changes and model a positive, motivating andcustomer-focused attitude for employees while showcasing their strongproblem-solving and multi-tasking skills.

Responsabilities:

Coach employees to the team metrics, (productivity, attendance,adherence to compensation guidelines, appeals, quality) to achieve andexceed productivity and service objectives.

Coach on soft skills by demonstrating courtesy, empathy and poise underpressure.
Review customer files and responses to ensure quality responses,technical accuracy and conformance to Company policies and procedures.

Assist in the development of manpower planning activities, workschedules, work at home visits, quality assessment score cards and otherreports as required.

Provide recognition and deliver constructive feedback in a manner thatfosters motivation and empowerment to a work from home team.
Manage, monitor and co-ordinate various activities and processes toachieve excellence in the areas of safety, operational and customer servicestandards.
Anticipate, identify, and knowledgably resolve queries from employeeswith a results-oriented approach to performance.

Play an influential role in nurturing a sense of ownership across theworkforce, so that employees feel empowered to use their judgment andexperience to make sound decisions.

Consistently communicate with employees and customers with companydirections and explain the rationale behind our policies or decisions.
Anticipate employees' and customers' needs and be availablefor them.
Celebrate success with employees by recognizing great individual andteam effort and take time to thank them.
Be entrepreneurial and make every decision as if you owned AirCanada.

QualificationsPossess at least a high school diplomaStrong customer focus, dealing with employees and customers withprofessionalism and careGenuine desire to contribute to the betterment of Air CanadaPrevious experience in a customer relations environment an assetStrong understanding of airline tariffs and reservations an assetExcellent written communication skillsExcellent problem solving skills; able to apply creative solutions thathave a positive impact on resultsRecognized ability to work under pressure, handle stressful situationsand maintain flexibilityAbility to respond quickly to situations and seize opportunitiesPossess an energetic and tenacious achievement orientationExhibit leadership qualities which elicit trust in employees anddemonstrate leadership judgmentStrong knowledge and expertise with Air Canada's servicestandards as well as labor relationsKnowledge of labour relations and experience in managing a unionizedworkforce is an assetShift Work:
The position involves shift work across the 7 days of theweek, including morning, evening, and night shifts based on the needs ofthe operations

Conditions of Employment:

Candidates must be eligible to work in the country of interest, at the timeany offer of employment is made and seeking any required work permits/visasor other authorizations which may be required is the sole responsibility ofthe candidates applying for this position.

Linguistic RequirementsBased on equal qualifications, preference will be given to bilingualcandidates.

Diversity and InclusionAir Canada is strongly committed to Diversity and Inclusion and aims tocreate a healthy, accessible and rewarding work environment whichhighlights employees' unique contributions to our company'ssuccess.

As an equal opportunity employer, we welcome applications from all to helpus build a diverse workforce which reflects the diversity of our customers,and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only thoseselected to continue in the process will be contacted.

Tagged as:
remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home
When applying state you found this job on Remote Network.
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