New Posting - Air Canada Vacations

Representative, Customer Relations
Air Canada Vacations  

Permanent

Assist all customers and travel agents in seeking solutions to resolve complaints related to post-travels; RESPONSIBILITIES:  Handle all claims received in writing from travel agents and/or clients related to travels for which problems/issues/queries need to be resolved within an annual turn around time of 10 days Conduct all pertinent research for each complaint Negotiate settlements by phone Analyze and review appeals on decisions taken previously for which travel agents and/or clients are in disagreement and make appropriate decision and/or settlement Troubleshoot issues that may arise which relates to destination representatives’ reports Ensure telephone calls are returned within same day or 24 hours; Maintain complaint weekly report and assist to complaint monthly, quarter and/or annual report Provide and maintain a high customer service level and professionalism through the course of the telephone and/or any correspondence contact Use established parameters to help resolve issues for 50% of post travel complaints (approx) Use common sense, past decisions, legal and court judgements to make decision to balance contract for 50% of post travel complaints (approx) Ensure all decisions fall within the budgeted guidelines Able to make correct business decision to serve ACV’s best interests and have a solid understanding of the fine line between customer service and financial impact Establish strong relationships with travel agents, suppliers, hotels, and employees; Work closely with Operations, Destination Services, Airports, Sales, Reservations and all other internal departments Ensure that the company’s image and name is always represented in the most professional and positive manner Provide assistance as required by duty officers or other Knowledge and Skills Required:  College degree with a minimum of five (5) years experience in the travel industry, preferably a tour operator Good judgement and initiative Demonstrates autonomy, excellent work organization/methods and decision making Must work well under pressure and tight deadlines Excellent communication skills, written and verbal in both official languages (English and French) Knowledge on Ocean, Emerald, Back Office, Res III, Op en Office or Word, Excell or open office Calculator For further information, or to apply, please click here