Airline Reservation Agent

Blue Ocean Contact Centers • Halifax, NS

2d • CA$17 • Hybrid

About The Position

As an Airline Reservation Agent, you’ll be providing support and assistance for passengers of a premier air carrier serving Northern Canada. You will be booking new and rescheduling existing flights, acting as an ambassador for our client. Passengers range from seasoned business travelers to those using air travel for the first time, so you’ve got to be adaptable and sensitive to a broad range of customers. To be happy in this job you need to truly enjoy resolving problems with compassion and warmth. You are an effective listener and can pick up on a customer’s sense of urgency or concern. You work well in busy environments and stay cool and collected under pressure while supporting upset customers whose travel plans are disrupted.

Requirements

• Demonstrated effective communication skills. You’ll need to be clear, empathetic, and helpful even if your customer is upset or frustrated with an emphasis on active listening.
• Well-developed customer service skills with the ability to quickly establish a positive connection and manage expectations.
• Willingness to think outside of the box and find creative solutions proactively.
• A committed work ethic and reliability with a consistently positive attitude. You’re someone who wants the team to succeed.
• The ability to navigate multiple software platforms and websites concurrently. You don’t need to be a tech genius. You do need to be comfortable working quickly and accurately in a fully digital environment.
• Open working availability within the hours of 7:30 am to 1:00 am on weekdays, and 8:00 am to 11:00 pm on weekends.

Nice To Haves

• Previous airline, hospitality and/or contact center experience is considered an asset.

Responsibilities

• Help a wide range of customers to plan and book or reschedule reservations for both scheduled and chartered flights over the phone in English.
• Create a positive connection with each customer you talk to. You’ll be an ambassador, not just for our client, but for our client’s brand in each interaction.
• Provide friendly, helpful service while navigating Airline policies and procedures to find appropriate solutions for your customers.
• Take ownership of each inquiry you handle. One-touch resolution is the goal.
• Follow risk and compliance processes and client policies.

Benefits

• Health, Dental, and Vision Benefits at 30 days
• Access to a dedicated virtual health program
• Group RSP with matching contribution option
• Life Insurance
• Free Employee & Family Assistance Program for legal, financial, and health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed