Overview

Air Canada Customer Service Manager – Customer Journey Management – Toronto Full Time in Toronto, ON

Air Canada

Branch Toronto ON CA

Position:
Customer Service Manager – Customer Journey Management – Toronto
Location:
Toronto, ON

Support the operation with regards to customer recovery. The Customer Service Manager, CJM is responsible for managing the Customer Journey Management team and…

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

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.

Qualifications

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.

LINGUISTIC REQUIREMENTS

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

Customer Relations

Primary Location

CA-ON-TORONTO-YYZ

Schedule

Full-time

Job Posting Start Date & Job Posting End Date:
Dec 17, 2014, 1:13:59 PM

|

Jan 7, 2015, 11:59:00 PM

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Toronto, ON, CA
Posted on: 2014-12-17
Posted by: