Customer Experience Agent

Description

Job Summary:

The Customer Experience Agent, under the supervision of their Customer Experience Supervisor, plays a key role within our airline, acting as the first point of contact for our customers. This professional ensures an exceptional customer experience by managing requests, providing accurate information, and efficiently resolving problems.

Key responsibilities:

• Adherence to Customer Experience procedures;
• Greet passengers at the airport and assist them with check-in;
• Answer customer questions and provide detailed information on flights and services;
• Manage bookings and flight changes;
• Resolve baggage-related issues and coordinate claims;
• Provide post-flight follow-up to ensure customer satisfaction;
• Collaborate with ground teams to resolve operational issues impacting customers;
• Prepare for the day ahead;
• Ensure compliance with safety and customer service standards.

Please note that this job description presents the main responsibilities associated with the position. Due to the hybrid nature of the function, the employee may also be called upon to perform any other related task, including Ramp Agent duties, at the request of their supervisor or a member of the management team.

Requirements

Required qualifications:

• High school diploma or equivalent;
• Previous experience in customer service, preferably in the aviation sector;
• Knowledge of boarding and check-in procedures;
• Proficiency in computer tools related to booking, billing and flight management;
• Excellent communication and interpersonal skills;
• Ability to work under pressure while maintaining high quality customer service;
• Developed sense of service and customer orientation;
• Team spirit and adaptability;
• Effective problem solving and initiative.

Benefits

Our offer

• Experienced and dynamic team!
• Varied salaries, according to licenses and experience;
• Flexible schedule;
• RRSP;
• 3 weeks of vacation after the first year of service;
• 5 personal leave days;
• Full range of social benefits.