New Posting - Sunwing Vacations

Passenger Care Coordinator
Sunwing Vacations Inc. - Toronto, ON

POSITION: Passenger Care Coordinator DEPARTMENT: Passenger Care Support Team LOCATION: Toronto, ON REPORTS TO: Director, Operations- Tour Ops. OBJECTIVE: To provide customer care and customer focus development support to airports and other customer facing departments across the airline, tour operations and destination services and to ensure the commercial welfare of our customers from the start to the finish of their journey. RESPONSIBILITIES: Communicate all airline or airport irregular operations affecting, or with potential to affect, passenger satisfaction to the business. Provide front lines with scripting. First point of contact for the business for passenger related concerns. Communicate passenger’s issues reported by the tour op and resort services potentially affecting airline operations, to OCC and/or Ground Services. Update the business during creeping delays in order to ensure contingency planning for customer care is initiated. Respond to airport or destination customer care concerns. Oversee passenger disposition during irregular airline operations and other non-standard airport 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. Work with OCC/Ground Services/In Flight/Destination Services etc. to action passenger care initiatives required during an irregular operations/non-standard situation. Authorize non-standard passenger care initiatives and issue letters as required. Offer commercial perspective to OCC and Ground Services during irregular operation recovery planning. Take support calls from airports/OCC requesting more information and providing situational guidance with respect to customer care as needed (operational questions to line manager-airline). Provide on-going customer focus development support to airports and feedback training gaps to Ground Services management as needed. Source and purchase protection for overbooked, delayed, missed flights and hotels as required balancing customer needs with sound commercial decision making. Quality monitor external passenger communication applications including Flight Status, Flight Alerts and IVR. Administer Quality Control Messages in TTS/Soft Trips – forward feedback to relevant departments. Drive and support automation initiatives to better communicate with passengers and service their needs. Review customer disposition reports redirecting information to appropriate departments for attention or providing feedback to trainer/managers for training purposes. Access TTS, Soft Trips and other systems to make and maintain passenger reservations, check loads and open/close flight inventory (only during irregular operations). Communicate with passengers directly where Representation is not available, as needed. Back up to Flight Administration. Other tasks as assigned by management. QUALIFICATIONS Minimum 3 years Travel or Airline industry sales or customer service experience. Must possess excellent communication skills, both verbal and written. Demonstrates initiative and creativity with problem solving and decision making skills Proven success in developing positive customer experiences. Ability to work well under pressure, works independently, be flexible, reliable & prioritize workload. Skilled with MS Office (email, Word, Excel). Knowledge of Soft Voyage TTS, Soft Trips, World Tracer an asset. French language skills preferred / Spanish language skills an asset. TICO certification required. We thank all that apply however only those who meet the qualifications will be contacted. At Sunwing we want to fly higher when it comes to employment equity. We encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. To apply, please click here