Specialist, Passenger Service - Toronto, Canada - Greater Toronto Airports Authority

Greater Toronto Airports Authority

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability.

Together with our partners, approximately 1,800 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners.

Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you

As a GTAA employee, you'll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

Position Summary:

Key Accountabilities:

Investigates feedback and responds to passenger comments, including compliments, complaints, inquiries and concerns
Drafts formal responses on behalf of the Executive Team and various business units
Provides support and works closely with appropriate internal and external partners in investigating passenger complaints and inquiries
Ensures all issues and feedback are documented into the CRM system
Aims to root cause to avoid recurrence for negative situations, where possible
Analyzes and reports trends to respective business owners for resolution and future programming
Advocates on behalf of the passenger in working with business units to improve a required experience
Consistently reviews and updates feedback to ensure accurate and appropriate responses to passengers
Coordinates the implementation of new and existing customer service programs
Maintains new technologies to ensure program inputs remain current
Ensures new and existing customer service programs are well maintained and updated

Qualifications:

Postsecondary degree or diploma with a focus on business management, or equivalent work experience
23 years' experience in customer service relationship management
Professional business writing experience, including letters and formal correspondence
Obtain and retain Transportation Security Clearance at the designated level for the position

Knowledge, Skills and Abilities:

Strong communication skills, verbal and written in English and French, to clearly identify and articulate the needs of Toronto Pearson passengers to business units for future planning
Knowledge of airport facilities, practices, standards and processes
Ability to provide superior customer service
Knowledge of the GTAA's role with key partners, including air carriers, government agencies, and commercial partners
Knowledge of GTAA's customer service practices, such as benchmarking and performance indicators, priorities, and policies
Ability to identify tone through correspondence to identify key words and terms to flag for escalation
Ability to conduct investigations into complaints and produce reports on findings
Ability to draft formal responses on behalf of the Executive Team or various business units
Ability to correspond in a diplomatic manner through text and voice transactions with passengers
Skilled in customer service and deescalation practices in dealing with passenger concerns
Strong organizational skills and attention to detail in analyzing and responding to passenger feedback
Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
Ability to use CRM tools and new technologies to categorize and log information
Ability to commit partners to delivery timelines to ensure a timely response to the passenger
Demonstrated ability to write professional letters to senior individuals across external organizations
Ability to distinguish between oneoff situations and ongoing trends as it relates to passenger feedback
Ability to multitask while maintaining attention to detail

The GTAA is a federally-regulated private sector corporation. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers.

The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.