Analyst, Customer Relations - Calgary, Canada - Canadian North

Canadian North

Verified Company

Calgary, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Reporting to:
Team Lead, Customer Contact Centre

DUTIES AND RESPONSIBILITIES:

Must be able to perform, but not be limited to, the following duties and responsibilities:_
Administer Air Passenger Protect Regulations and ensure regulations are applied;
Manage and respond to Canadian Transportation Agency and Transport Canada claims and inquiries;
Investigate, process and track all passenger and cargo claims;
Responds to all customer feedback including passenger and cargo claim investigations;
Deescalate customer concerns;
Liaise with internal and external customers with respect to issues related to customer service;
Proactively identify opportunities for continuous improvement and implement change as required;
Communicate situations requiring escalation to Senior Management as required;
Create, update and maintain all Customer Relations and Claims related documentation, manuals, SOPs;
Prepare reporting for Senior Leadership;
Assist on special projects as required;
Log, analyze, and report on passenger and cargo claims to identify possible customer service issues;
Actively participate in the Company's Safety Management System program and demonstrate knowledge of employee responsibilities regarding safety;
Other related duties as assigned.

SKILLS AND QUALIFICATIONS:

Include, but not limited to, the following minimum skills and qualifications:_
Post Secondary Education (2 years);
One (1) year of previous experience;
Indepth understanding of Air Passenger Protect Regulations;
Keen knowledge of company policies, Procedures and Tariffs;
Strong organizational, problem solving, analytical and decision making skills;
Attention to detail and ability to quickly solve problems;
Good process and procedural skills;
Comfortable using the following software in a typical work day: Microsoft Office Programs (Outlook, Teams, SharePoint, Word, Excel);
Superior Sabre skills including reservations, pricing, ticketing, checkin;
Skyline and WorldTracer expertise a definite asset;
Knowledge of airline accounting processes considered an asset;
Excellent English written and verbal communication skills;
Ability to communicate in French an asset;
Ability to communicate in Inuktut a definite asset;
Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.