New Posting - Sunwing Travel Group

Passenger Care Coordinator

Sunwing Travel Group

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Toronto, ON

OVERALL OBJECTIVE:

To provide customer care and customer focus development support to airports, destination 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 irregular operations affecting, or with potential to affect, passenger satisfaction to the business. First point of contact for the business for passenger related concerns.
• Communicate passengers’ issues reported by the tour operator and destination services (Nexus) potentially affecting airline operations, to OCC and/or Ground Services.
• Communicate passengers’ issues reported by destination services (Nexus) potentially affecting operations, to the tour operator and/or OCC and Ground Services as required.
• Update the business during irregular operations (irops) to ensure contingency planning for customer care is initiated. Respond to airport, sales centre or Nexus customer care concerns.
• Oversee passenger disposition during irops and other non-standard 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.
• Work with OCC/Ground Services/In Flight/Nexus 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, Ground Services and Nexus during irregular operation recovery planning.

• Take support calls from airports/OCC & Nexus requesting more information and providing situational guidance with respect to customer care as needed
• Provide on-going customer focus development support to airports and feedback training gaps to Ground Services management as needed.
• Provide similar support to Vacation Express for Sunwing Airlines and additional charter airlines (i.e. Viva Aerobus, Miami Air) by communicating all airline, airport and destination irregular operations affecting, or with potential to affect, customer satisfaction to the business. Provide up to the minute communication with VE head-office and front lines with scripting.

• 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.
• Ensure all airline QCMs and Flight Reports are received and filed daily. Action all no shows, go shows and name changes within 24hrs of receipt.
• Drive and support automation initiatives to better communicate with passengers and service their needs.
• 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 (Outlook, 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.

For further information, or to apply, please click here