Representative, Customer Relations

Vacances Air Canada Vacations / Air Canada Rouge • Montreal, QC

1d • Onsite

About The Position

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
The Customer Relations Representative is responsible for assisting customers and travel agents in resolving post-travel complaints and inquiries. The role requires strong communication, analytical, and problem-solving skills to deliver fair, timely, and consistent resolutions while maintaining a high level of customer satisfaction.

Requirements

• Diploma of College Studies (DEC) in Tourism, Business, or a related field.
• Minimum of 2 years of experience in customer relations, claims handling, or a similar role within the travel or service industry.
• General knowledge of consumer protection laws and regulations.
• Strong computer skills, including Microsoft Office (Word, Excel, PowerPoint).
• Excellent written and verbal communication skills in French and English
• Strong organizational skills, with the ability to manage multiple cases and meet deadlines.
• Sound judgment and problem-solving skills, with the ability to make fair and consistent decisions within established guidelines.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to adapt to changing priorities.

Nice To Haves

• Knowledge of reservation systems (e.g., ACV systems) is considered an asset.
• Understanding of internal departments, processes, and policies is considered an asset.

Responsibilities

• Manage and resolve post-travel complaints and claims from customers and travel agents.
• Review appeals and determines appropriate resolutions.
• Conduct investigations by gathering relevant information from internal teams and suppliers.
• Communicate with customers and travel agents with professionalism, clarity, and empathy.
• Provide timely responses, including call-backs and case updates.
• Negotiate fair and consistent settlements.
• Apply guidelines, past decisions, and sound judgment while balancing customer satisfaction and business considerations.
• Collaborate with internal teams and suppliers to support resolution.
• Contribute to quality assurance efforts and help prevent recurrence of issues.
• Identify trends and support process improvements.
• Maintain accurate case documentation and records.
• Ensure decisions align with company policies and guidelines.
• Represent the company professionally at all times.
• Perform other related duties as assigned.

Benefits

• Generous employee travel programs for yourself and eligible persons after 6 months of service.
• Health and dental benefit plans for you and your family.
• Training and development tools to help unlock your full potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree