Job Description

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

A full-time permanent vacancy has arisen for the position of Customer Relations Coordinator- French. We are seeking an enthusiastic and committed team player to work together with the Customer Relations Team in London. The successful candidate must be fully conversant in French and English, both verbal and written.

Responsabilities:

• Action Customer Relations complaints including escalation from customers in a timely manner. 
• Handle compensation claims due to an affected customer based on the applicable regulatory regimes and or defined recovery policies. 
• Evaluate the customer complaint and complete the necessary research in order to appropriately respond to the complaint in writing or calling the customers. 
• Apply appropriate policies when handling Customer Relations files and Baggage Claims and ensure relevant compensation is paid with substantiation, if necessary, by following Company Guidelines. 
• Authorize waivers within Company Guidelines by using a common sense approach. 
• Act as a trouble-shooter to resolve technical and general issues and equipment (phones, systems, hardware, etc.) breakdowns using IBM resources. 
• Develop and maintain close working relationships with Customer Relations and Baggage Claims offices located in Calgary and Montreal.  
• Handle queries from European Customer Sales and Reservation Offices. 
• Deliver training to new team members, including training-on-the-job.  
• Ensure that Company Performance Standards are met in responses to customers. 
• Provide feedback on Customer Relations process improvements and standardization initiatives. 
• Handle Court Cases, Legal Notices and, when required, represent Air Canada in Court on Customer Relations and Baggage Claims issues.

Qualifications

• Evidence of good organizational skills. 
• Strong verbal and written skills. 
• High degree of interpersonal skills. 
• Computer literate – an excellent working knowledge of Microsoft Office and Excel. 
• Must be a team player and capable of representing Air Canada in a professional manner. 
• Proven experience of working on own initiative. 
• Must be eligible to work in the UK without restriction.

Working Conditions: 

• Customer Relations operate Monday to Friday between 08:00 – 18:00 hours. This schedule can change based on customer/market demand once assessed.  
• The position is based on 37.5 hours per week. 
• Air Canada operates a hybrid work schedule.

Linguistic Requirements : Bilingual (English and French)

• Excellent fluency in French and English, both written and oral is essential, candidates will be tested for capability. 
• Fluency in other European languages is an asset.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted