Address
Form of work
SalaryReporting to: Team Lead, Customer Contact Centre
- Non-bargaining
DUTIES AND RESPONSIBILITIES:
Must be able to perform, but not be limited to, the following duties and responsibilities:
Must be able to perform, but not be limited to, the following duties and responsibilities:
- Administer Air Passenger Protect Regulations and ensure regulations are applied;
- Manage and respond to Canadian Transportation Agency and Transport Canada claims and inquiries;
- Investigate, process and track all passenger and cargo claims;
- Responds to all customer feedback including passenger and cargo claim investigations;
- De-escalate customer concerns;
- Liaise with internal and external customers with respect to issues related to customer service;
- Proactively identify opportunities for continuous improvement and implement change as required;
- Communicate situations requiring escalation to Senior Management as required;
- Create, update and maintain all Customer Relations and Claims related documentation, manuals, SOPs;
- Prepare reporting for Senior Leadership;
- Assist on special projects as required;
- Log, analyze, and report on passenger and cargo claims to identify possible customer service issues;
- Actively participate in the Company's Safety Management System program and demonstrate knowledge of employee responsibilities regarding safety;
- Other related duties as assigned.
SKILLS AND QUALIFICATIONS:
Include, but not limited to, the following minimum skills and qualifications:
Include, but not limited to, the following minimum skills and qualifications:
- Post Secondary Education (2 years);
- One (1) year of previous experience;
- In-depth understanding of Air Passenger Protect Regulations;
- Keen knowledge of company policies, Procedures and Tariffs;
- Strong organizational, problem solving, analytical and decision making skills;
- Attention to detail and ability to quickly solve problems;
- Good process and procedural skills;
- Comfortable using the following software in a typical work day: Microsoft Office Programs (Outlook, Teams, SharePoint, Word, Excel);
- Superior Sabre skills including reservations, pricing, ticketing , check-in;
- Skyline and WorldTracer expertise a definite asset;
- Knowledge of airline accounting processes considered an asset;
- Excellent English written and verbal communication skills;
- Ability to communicate in French an asset;
- Ability to communicate in Inuktut a definite asset;
- Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.
Closing date: March 18th 2024
