Customer Care Specialist - Thunder Bay, Canada - Wasaya Airways LP

Wasaya Airways LP

Verified Company

Thunder Bay, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary

Under the direction of the Reservation Supervisor, this position is responsible for the processing of reservations for customers at the Wasaya Customer Care Centre.

This position is also responsible for ensuring all clientele's travel arrangements are completed in an effective and cost-efficient manner while upholding Wasaya's Customer Care Standards.

Job Duties and Responsibilities

Answer phones professionally and promptly
Respond to customer requests and inquiries, provide service information as needed.
Assisting with new agent training
Book and track employee nonrevenue travel and buddy passes
Entering payments and transferring credits for reservations
Create reservations on an established reservation system.
Ensure that all customers are aware of travel policies and procedures.
Track and maintain flight passenger records as they pertain to reservations.
Transmit all passenger flight information to Northern Station Agents
Maintain all nonrevenue personnel information.
Resolve customer complaints as per company policy.
Liaise with authorized client representative(s) to obtain information on client and staff travel.
Check/seat aircraft availability with various approved air carriers.
Book flights with appropriate carrier
Prepare and provide travel itineraries to client's network.
Monitor Day of Flight Operation through Wasaya SOC
Record and report all details including air carrier billing particulars.
Assist with client billing.
Complete monthly reports on clients' travel
Attend meetings and record minutes as required.
Ensure that contract maintenance billing is accurate and forwarded to accounting for processing.
Foster a healthy working environment and promote a positive climate within the workplace.
Perform and uphold Wasaya's Customer Care Commitments to both internal and external customers.
Any other related duties as assigned

Minimum Skills and Qualifications

High school diploma or equivalent
12 years previous airline reservations experience preferred (or an equivalent combination of related postsecondary education and work experience is an asset)
Strong customer service and troubleshooting skills.
Knowledge of the region serviced by Wasaya's scheduled service.
Must possess excellent communication skills.
Superior telephone manners and strong interpersonal skills
Knowledge of various computer reservation systems, preferably experience with Amelia is an asset.
Knowledge of airline or travel agency reservation systems preferred.
Able to work in a team environment, as well as unsupervised.
Able to maintain accurate records and uphold customer confidentiality.
Able to effectively communicate both verbally and in writing.
Able to work well under pressure and with mínimal supervision.
Strong attention to detail
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
Previous airline experience is an asset.
The ability to communicate in Oji-Cree or Ojibway is an asset.
Experience with and/or knowledge of First Nations Organizations is an asset.