New Posting - First Air

Assistant Manager, Customer Relations
First Air - Kanata, ON
Full-time, Temporary

Duties and Responsibilities Interested candidates should be able to perform the following duties and responsibilities:

• Build a work culture such that costs, quality assurance and customer satisfaction are key areas to drive efficiency.
• Manage customer relations with a focus on complaints and appreciation.
• Identify Key Performance Issues and help develop Customer Service Policy.
• Monitor all potential claims ensuring minimal financial impact to company.
• Analyze statistics or other data to determine the level of customer service being provided.
• Acknowledge, research and respond to all customer complaints and baggage claims on behalf of the company.
• Manage the World tracer program.
• Keeping current with company promotions as well as general policies and procedures.
• Develop feedback or complaints procedure for customer use.
• Administer the departmental budgets and monthly reports.
• Perform monthly station reports by tracking the Key Performance concerns for the Commercial Department.
• Keeping accurate records of discussion or correspondence with Customers.
• Administer the Customer Relations Log.
• Oversee the lost and found system.
• Participate as a member of the Customer Contact Center.
• Other duties as assigned.

Skills and Qualifications Include, but not limited to, the following minimum skills and qualifications: 2 year post secondary education preferred. Must possess 5 years of managerial or supervisory experience and experience in developing procedures. Fluently bilingual in English and French (verbal and written), Inuktitut an asset. Thorough knowledge of passenger service operations and procedures, and a working knowledge of cargo and ramp procedures. Understanding of interdepartmental functions within the airline industry. Superior operating knowledge of Sabre and the Worldtracer Program. Knowledge of Company Policies, Procedures and Tariffs. Work independently with minimum supervision. Proven Customer Service skills, Customer Service Excellence Course as asset. Must have excellent phone skills, Phone Power Course an asset. Must have solid organizational skills, decision making and prioritizing skills. Strong problem solving abilities and analytical skills. Superior and proven interpersonal and communication skills for internal and external customers. Complete proficiency in Windows, Excel and Word. Understanding of the Canadian aviation industry an asset. Understanding of the political and social climate in Canada’s North an asset. Ability to obtain and retain a Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada. For further information, or to apply, please click here