Agent - Sales and Customer Service - Call Centre

Location: Saint John, (N.B.), Canada
Starting Salary: $19.88/hour - 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 PM and 5 AM

The Opportunity

As one of our customers' first points of contact, the person in this position 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 salary progression, a flexible schedule, comprehensive benefits, and travel perks, Air Canada offers you the opportunity to build a rewarding career within 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 reservation systems to create and modify bookings.
• Identify customer needs and offer quick and 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.
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 committed 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 and Skills

• High school diploma or equivalent.
• Ability to follow and successfully complete approximately 12 weeks of full-time paid training.
• 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 skills.
• Ease in navigating various complex systems while talking to 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. Demonstrated 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 permit, visa, or other authorization that may be required is the sole responsibility of the candidates applying for this job.

Your Benefits

As one of Canada's leading employers, we ensure we reward our employees well by offering many 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 benefit plans, including health and dental care plans.
• Training and development tools are also available to help you reach your full potential.

Language Requirements

Candidates must be fluent in English and French. In addition, special consideration will be given to candidates who are fluent in English and one or more of the preferred languages: Spanish, Korean, Japanese, Cantonese, and Mandarin.

Preferred Assets

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

Take Your Career to New Heights!

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 strongly committed to diversity and inclusion, and aims to create a healthy, accessible, and rewarding workplace that highlights the unique contribution of our employees to the success of our Corporation. As an equal opportunity employer, we welcome applications from people from diverse backgrounds to build a workforce representative of the diversity of our customers and the communities we serve.

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