Operations - Agent, Operations Support - Toronto, Canada - Sunwing Vacations Group

Sunwing Vacations Group

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us:

The Opportunity:

What You'll Do:

Input & manage flight schedules and seat maps into Tour Operator selling systems
Action flight schedule changes (flight times, consolidations, cancellations) and communicate same including instructions pertaining to customer options for protection and compensation if necessary.
Tracking flight delays requiring overnight stays, create bookings as required and communicate the same to the Accounts Payable team.
Manage fares/rules/schedules/bookings for GDS (Sabre, Amadeus,Travelport)
Manage and audit all ePackage bookings
Communicate all irregular operations (IROPS) affecting, or with potential to affect, customer satisfaction to the business. First point of contact for the business for customer related concerns.
Take support calls from internal departments requesting more information and providing situational guidance with respect to customer care as needed
Oversee customer disposition during IROPS and other nonstandard airport or destination situations and take actions to improve disposition by offering customer care guidance through messaging, alternate care initiatives/options, compensation or escalation as required, this includes monitoring social media.
Source and purchase protection for overbooked, delayed, missed flights and hotels as required while balancing customer needs with sound commercial decision making.
Action all no shows, go shows and name changes within 24hrs of receipt.
Investigate, process all refund claims associated with the Airline Passenger Protection regulation within the 30day allotted time frame.
Manage fares/rules/schedules/bookings for GDS (Sabre, Amadeus,Travelport)
Manage and audit all ePackage bookings

What You'll Need:

Minimum 3 years Travel or Airline industry sales or customer service experience
Ability to work well under pressure, works independently, be flexible, reliable & prioritize workload.
Skilled with MS Office (Outlook, Word, Excel).
Must possess excellent communication skills, both verbal and written
Demonstrates initiative and creativity with problem solving and decisionmaking skills.
Detailed oriented, organized and capable of multitasking

What We Offer:

Grow your career with challenging and rewarding work that makes a difference
Opportunity to give back through our social responsibility initiatives
Work with a fun, passionate, travelloving team
Great travel perks
Free Parking
Open concept, collaborative workspace

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team.

Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions.

Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well.

Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.