Customer Sales and Service Agent - Call Centre

Location: Saint John, (N.B.), Canada
Starting salary: $19.88/hour up to $38.15 after 8 years of continuous service, as stipulated in the applicable collective agreement.
Department: Customer Support and Service – Service Centres
Category: Unionized (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 the primary points of contact for our customers, the person in this role will contribute to creating positive travel experiences by assisting with travel planning, 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 within a company that invests in your future.

What your day will look like

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

• 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, efficient 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 Customer Sales and Service Agent career video.
Customer Sales and 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 committed to providing exceptional customer service. Successful candidates must demonstrate adaptability, reliability, resourcefulness, and problem-solving skills. They must also be able to balance customer needs with operational priorities while demonstrating professionalism, empathy, and teamwork in every interaction.

Qualifications

Qualifications and Skills

• High school diploma or equivalent.
• Ability to follow and successfully complete a paid training program 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 relationships and create positive interactions with customers.
• Strong listening and problem-solving aptitude.
• Ease in navigating various complex systems while speaking with customers.
• Ability to adapt quickly in a dynamic environment where priorities may change throughout the day.
• Proven punctuality and reliability to support the overall success of the team in a fast-paced environment. Demonstrated commitment to teamwork and collaboration.
• Candidates must be eligible to work in the country concerned at the time any job offer is presented to them, and obtaining any permit, visa, or other authorization that may be required is the sole responsibility of the candidates applying for this job.

Compensation, Travel Privileges, and Benefits

As one of Canada's leading employers, we ensure we properly reward our employees 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 persons once 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 employee 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 fluent in English. Priority will be given to candidates with excellent proficiency in French and English.

As Canada's most international carrier, we are also looking for candidates who speak one or more of the following languages in addition to English: French, Spanish, Korean, Japanese, Cantonese, and Mandarin.

Preferred Assets

• Customer service experience in a service centre, hospitality, retail, tourism, or customer-focused environment.
• Experience handling customer requests while balancing multiple priorities.
• Experience in reservations, 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 workforce, or looking for a new challenge, you will join 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 work environment that showcases the unique contribution of our employees to the success of our Company. As an equal opportunity employer, we welcome applications from people from diverse backgrounds in order to build a workforce representative of the diversity of our customers and the communities we serve.

Air Canada thanks all candidates for their interest. However, we will only communicate with candidates selected for an interview.