Call centre agent – customer service

Air Canada based in Etobicoke, ON is inviting applications from suitable candidates for the position of Call centre agent – customer service who are self-motivated and have good interpersonal skills. Air Canada is the country’s largest domestic and international airline, serving over 210 airports across six continents. Air Canada is committed to Diversity and Inclusion and strives to create a healthy, accessible, and rewarding work environment that recognises employees’ unique contributions to the company’s success.

As an equal opportunity employer, we welcome applications from all qualified candidates to assist us in developing a diverse workforce that reflects the diversity of our customers and the communities in which we live and serve. The candidate who got selected will be required to start work as soon as possible. The vacancies refer to Permanent employment or Full time job. The shift timings include Day, Evening, Night, Weekend, Shift, Early Morning and Morning

Employer Name: Air Canada
Position: Call centre agent – customer service
No. of vacancies: 14
Salary: $16.56 hourly for 40 hours per week
Employment type: Permanent employment, Full time
Location: Etobicoke, ON

Job Requirements

  • The candidate should be fluent in English language.
  • The candidate should have minimum qualification of Secondary (high) school graduation certificate
  •  Candidate having experience is an asset
  • The candidate should be organised and flexible in nature.
  • The candidate should be a good team player with enough interpersonal and judge-mental skills.
  • The candidate should be punctual.
  • The candidate should be accountable.
  • The candidate should be reliable.
  • The candidate should be confident.
  • The candidate should give importance to values and ethics.
  • The candidate must have excellent written and verbal communication skills.
  • The candidate should have excellent time management skills and the ability to prioritize work.
  • The candidate should have strong organizational skills with the ability to multi-task.
  • The candidate should be bondable and easily communicate
  • The candidate should have a thorough Criminal record check.
  • The candidate should have good analytical and problem solving skills.
  • The candidate should have strong decision making skills.
  • The candidate should be a quick learner.
  • The candidate should be accurate.
  • The candidate must be a self-motivated individual who is extremely enthusiastic about the job.
  • The candidate should have excellent customer service skills.
  • The candidate will be expected to deal with situations and issues proactively and persistently, seizing opportunities as they arise.
  • The ideal candidate will be patient and have a “people-first” attitude.
  • The candidate should have good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem
  • The candidate should be Customer-oriented and friendly.
  • The candidate should be energetic with a positive attitude.
  • The candidate should be detail-oriented
  • The candidate should be able to find innovative solutions to complex customer problems.
  • The candidate should be self-disciplined and trusted to work independently, as well as capable of working with minimal supervision.
  • The candidate should be proficient in Microsoft Word, Windows Excel, Office and Outlook
  • The candidate will be expected to use software, databases, scripts, and tools correctly.
  • The candidate must understand and strive to meet or exceed call centre metrics while providing excellent consistent customer service.
  • The candidate should be able to work in fast-paced busy environment.
  • The candidate should be willing to work under pressure.
  • The candidate should be required to perform repetitive tasks on frequent basis.
  • The candidate should ready to work overtime if needed.
  • The candidate should have an eye for details to submit work or send communications without error
  • The candidate should be willing to work for long hours in sitting positions.
  • The candidate must provide excellent customer service by answering every call promptly, courteously, and professionally.
  • The candidate will be an expert source of information on flights, fares, destinations, and special deals.
  • The candidate will be required to use Air Canada’s in-house reservation system to make new flight reservations or modify existing bookings.
  • The candidate will be expected to ensure customer satisfaction by responding to customer inquiries in a timely manner.
  • The candidate should be well-versed in computer applications and the internet.
  • The candidate must be able to remain calm in a stressful situation.
  • The candidate will be responsible for identifying, escalating, and reporting high-level issues.
  • The candidate will be responsible for filling out call notes and call reports as needed and updating them in the CRM.
  • The candidate will be responsible for gathering and analysing all relevant data in order to handle complaints and inquiries.
  • The candidate must keep detailed records of comments, inquiries, complaints, and actions taken.
  • The candidate must manage a large volume of inbound and outbound calls in a timely manner.
  • The candidate will be expected to improve quality results by evaluating processes and making recommendations for changes.
  • The candidate must adhere to communication procedures, guidelines, and policies.
  • The candidate must establish long-term relationships and trust with customer accounts through open and interactive communication.
  • The candidate will be required to provide quality customer services and maintain high standard of professionalism.
  • The candidate will be expected to greet customers warmly and determine the problem or reason for their call.
  • The candidate will be required to communicate with customers when a flight is delayed or cancelled and work to reaccommodate them in accordance with company policy.
  • The candidate will be required to attend mandatory training sessions in order to stay current on product or company policy changes.
  • The candidate will be expected to write and submit reports on performance, goals, and customer inquiries on time.
  • The candidate will be required to actively listen to callers, confirm or clarify information, and defuse irate customers as needed.
  • The candidate will be expected to ensure that company standards and procedures are followed when providing customer service.

Benefits

  • Health, Long term and Financial benefits would be provided to the selected candidates.
  • Under Health Benefits, the selected candidates would get Health care plan and Dental plan
  • Under Long term benefits, the selected candidates would get Pension plan and other benefits
  • Under Financial benefits, the selected candidates would get benefits as per collective agreement.

How to Apply

If you are interested in applying, apply through the given options.

Online

Apply now

Note

Please include the following while sending the application

  • Job reference number- 26401

 

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