Customer Experience Agent - YQB

Position summary :

Under the supervision of the Customer Experience Supervisor, the Customer Experience Agent plays a key role within our airline, serving as the first point of contact for our customers. This professional is responsible for delivering an exceptional customer experience by handling inquiries, providing accurate information, and resolving issues efficiently.

Key responsibilities :

• Follow all Customer Experience procedures;
• Welcome passengers at the airport and assist them with the check-in process;
• Answer customer inquiries and provide detailed information about flights and services;
• Manage flight reservations and itinerary changes;
• Resolve baggage-related issues and coordinate baggage claims;
• Conduct post-flight follow-up to ensure customer satisfaction;
• Collaborate with ground operations teams to resolve operational issues affecting customers;
• Prepare for the upcoming day's operations;
• Ensure compliance with all safety and customer service standards.

Please note that this job description outlines the primary responsibilities of the position. Due to the hybrid nature of the role, the employee may also be required to perform other related duties, including Ramp Agent responsibilities, as assigned by their supervisor or a member of the management team.

Required qualifications :

• High school diploma or equivalent;
• Previous customer service experience, preferably in the aviation industry;
• Knowledge of passenger check-in and boarding procedures;
• Proficiency with computer systems used for reservations, ticketing, and flight operations;
• Excellent communication and interpersonal skills;
• Ability to work under pressure while maintaining a high standard of customer service;
• Strong customer service orientation and commitment to customer satisfaction;
• Team player with the ability to adapt to changing situations;
• Strong problem-solving skills and initiative.

Our offer

• Join an experienced and dynamic team!
• Competitive salaries based on licenses and experience;
• Flexible schedule;
• RRSP;
• 3 weeks of vacation after the first year of service;
• 5 personal days;
• Comprehensive benefits package.