Responsibilities
- Inform passengers about flights, schedules, fares and travel conditions
- Make bookings, changes, cancellations and refund requests
- Handle baggage-related requests and special services
- Support passengers in the event of a delay, cancellation or missed connection
- Process complaints and escalate complex cases to the next level
- On outbound calls, inform passengers of a schedule change or disruption and offer solutions
- Follow open cases through to closure, and offer the airline's additional services where appropriate
- Log every interaction rigorously in the client's tools and follow the airline's procedures, scripts and quality targets
- Protect the confidentiality of passenger and payment data
Profile
- Fluent French and English, spoken and written, with clear diction and a neutral accent
- At least one year of experience in a contact centre or in customer service
- Comfortable on the phone, a good listener, calm and courteous with an unhappy passenger
- Good command of IT tools and fast typing
- Available for evening, night, weekend and public-holiday shifts: the service follows Canadian hours, 7 days a week, on rotation
- Punctuality, rigour and a strong sense of confidentiality
Nice to have
- Experience in air transport, travel or tourism
- Knowledge of a reservation system (Amadeus, Sabre, Galileo)
- Experience with North American customers
- Degree in tourism, languages or business
What we offer
- A role serving a major Canadian aviation brand
- Initial training on the airline's products, tools and procedures before taking calls
- A schedule communicated in advance, with fair rotation across the team
- A competitive net monthly salary, depending on profile and experience, with a 13th-month payment
- Brand-new offices and professional equipment
- An international working environment, in French and English