Bilingual Sales and Customer Service Agent - Call Center - Proactive Recruitment

Location: Vancouver, BC, Canada (On-site)

Starting Salary: $19.88 - Up to $38.15 after 8 years of continuous service, as provided in the applicable collective agreement.

Department: Customer Support and Service – Service Centres

Category: Unionized Personnel (UNIFOR)

Employment Type: Full-time

Shift Premium: 5% of the employee's hourly rate for each hour worked between 11 p.m. and 5 a.m.

The Opportunity

As one of our customers' primary points of contact, the person in this role will contribute to creating positive travel experiences by helping plan travel, resolving travel-related issues, and providing exceptional customer service.

This position is ideal for individuals who enjoy helping others, learning to use new systems, and working in a fast-paced, performance-driven environment.

With competitive wage progression, a flexible schedule, comprehensive benefits, and travel privileges, Air Canada offers you the opportunity to build a rewarding career with a company that invests in your future.

What Will Your Day Look Like?

As a Sales and Customer Service Agent, you will provide exceptional customer service by answering every call and chat inquiry in a professional, courteous, and prompt manner. You will:

• Become a trusted source of information on flights, fares, destinations, and special offers.
• Use Air Canada's reservation systems to create and modify bookings.
• Identify customer needs and offer fast, effective solutions.
• Manage complex travel situations, find solutions, and guide customers with confidence when their travel plans change.
• Help customers review travel requirements and options with confidence.
• Create positive experiences through professional and empathetic service.

To learn more about the position, watch our Sales and Customer Service Agent career video.

Types of Candidates We Are Looking For

We are looking for individuals who thrive in a fast-paced environment, keep their cool under pressure, and are dedicated to providing exceptional customer service. Successful candidates must demonstrate adaptability, reliability, and resourcefulness, and possess problem-solving skills. They must also be able to balance customer needs with operational priorities while demonstrating professionalism, empathy, and teamwork during every interaction.

Qualifications

• High school diploma or equivalent.
• Ability to complete and pass paid training lasting approximately 12 weeks full-time.
• Flexibility to work various shifts within a 24/7 operating environment, including evenings, weekends, and holidays.
• Excellent oral and written communication skills, and the ability to build connections and create positive interactions with customers.
• Strong listening and problem-solving skills.
• Comfort navigating various complex systems while talking with customers.
• Ability to adapt quickly in a dynamic environment where priorities can change throughout the day.
• Proven punctuality and reliability to support the overall success of the team in a fast-paced environment. Proven commitment to teamwork and collaboration.
• Candidates must be eligible to work in the country concerned at the time any job offer is presented, and obtaining any permits, visas, or other authorizations that may be required is the sole responsibility of candidates applying for this job.

Your Benefits

As one of Canada's leading employers, we ensure our employees are well rewarded by offering numerous benefits:

• Air Canada employees love to travel, and our employee travel privileges program is one of the most generous in the industry. You will be entitled to travel privileges for yourself and other eligible individuals when you have completed 28 weeks of service.
• We value your well-being, which is why we offer you and your family a wide range of benefit plans, including health and dental care plans.
• Training and development tools are also offered to help you reach your full potential.

Language Requirements

Candidates must be bilingual in English and one of the following languages: French, Spanish, Hindi, Punjabi, Mandarin, Cantonese, Japanese, or Korean.

Preferred Qualifications

• Customer service experience in a service center, hospitality, retail, tourism, or customer service-oriented environment.
• Experience handling customer requests while balancing multiple priorities.
• Experience in bookings, sales, the travel industry, or with an airline carrier.
• Proficiency in computer applications and online systems.
• Experience working in a performance-driven environment where customer satisfaction is a key metric of success.

Get Your Career Off the Ground!

This is more than a customer service position; it is an opportunity to build a long-term career with one of Canada's most recognized employers.

Whether you are starting your professional journey, returning to the job market, or looking for a new challenge, you will be joining a team that values growth, development, and service excellence while connecting people and communities around the world. Join Air Canada and discover how far your career can take you.

Diversity and Inclusion

Air Canada is resolutely committed to diversity and inclusion, and aims to create a healthy, accessible, and rewarding workplace that showcases the unique contribution of our employees to the success of our Corporation.

As an equal opportunity employer, we welcome applications from individuals with diverse backgrounds to build a workforce representative of the diversity of our customers and the communities we serve.

Occupancy Period: Non-unionized permanent employees in their current position for more than twelve (12) months may apply. Unionized employees must refer to the rules of their applicable collective agreement.

Air Canada thanks all applicants for their interest. However, we will contact only those candidates selected for an interview.