OverviewAir Canada Customer Service Manager – Customer Journey Management – Toronto Full Time in Toronto, ON
Branch Toronto ON CA
Customer Service Manager – Customer Journey Management – Toronto
Support the operation with regards to customer recovery. The Customer Service Manager, CJM is responsible for managing the Customer Journey Management team and…
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The Customer Service Manager, CJM is responsible for managing the Customer Journey Management team and providing customer recovery leadership for irregular operations, ensuring effective and pro-active customer recovery.
Responsible for the day-to-day management of CJM operations.
Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.
Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.
Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.
Maintain good relationships and effectively liaise with other departments to ensure we are meeting their expectations and recovery requirements.
Implement initiatives designed to improve processes and performance.
Support the operation with regards to customer recovery.
Manage projects to improve IROP handling as assigned.
Ensure consistency of application of customer recovery guidelines.
Provide recognition and celebrate individual and team successes.
Strong customer and employee focus
Focused on service excellence and continuous improvement, must be creative and innovative thinker
Genuine desire to contribute to the betterment of Air Canada
Excellent interpersonal skills; conflict resolution and communication skills
Ability to meet deadlines and work under pressure
Ability to work flexible hours/shifts
Analytical abilities for creative and innovative analysis and problem solving
Motivated, energetic, enthusiastic
Knowledge of labour relations and experience in managing a unionized workforce is an asset.
Based on equal qualifications, preference will be given to bilingual candidates.
At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
Job Posting Start Date & Job Posting End Date:
Dec 17, 2014, 1:13:59 PM
Jan 7, 2015, 11:59:00 PM
Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2014-12-17