New Posting - Sunwing

Passenger Care Coordinator

Sunwing  - Toronto, ON

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 passengers’ issues reported by the tour operator 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, sales centre 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.

Provide similar support to Vacation Express for Sunwing Airlines and additional charter airlines (i.e. Swift Air, Excel, Volaris) 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.

Administer QCM’s 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 (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.

ENVIRONMENT and SCOPE:

Department hours: 24/7, 365 days, 12 hour shifts (4 days on/4 days off).

Works closely with OCC, Ground Services/Airports and Tour Operations/Operations & Customer Service.

Works without direct supervision.

Some direct customer contact.

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.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Sunwing will also provide reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities who take part in all aspects of the recruitment and selection process.

For further information, or to apply, please click here