Customer Relations Coordinator - London, United Kingdom - Air Canada

Air Canada

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description

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.

DUTIES AND RESPONSIBILITIES:

Action Customer Relations complaints including escalation from customers in a timely manner
Handle compensation claims due to an affected customer based on the applicable regulatory regimes and or defined recovery policies
Evaluate the customer complaint and complete the necessary research in order to appropriately respond to the complaint in writing or calling the customers

Authorize waivers within Company Guidelines by using a common sense approach

Act as a troubleshooter to resolve technical and general issues and equipment (phones, systems, hardware, etc.) breakdowns using IBM resources
Develop and maintain close working relationship with Customer Relations, Calgary, and Baggage Claims offices.
Handle queries from European Customer Relation Offices
Deliver training to new team members, including trainingonthejob
Identify training needs for the Support Coordinators and conduct the appropriate training as required
Ensure that Company Performance Standards are met in responses to Customers
Collate, produce and distribute reports based on Customer Relations Performance Standards
Provide feedback on Customer Relations process improvements and standardization initiatives
Handle Court Cases, Legal Notices and, when required, represent Air Canada in Court on Customer Relations and Baggage Claims issues

Qualifications
Fluency in other European languages an asset

Proven experience of working on own initiative
Evidence of good organizational skills
Strong verbal and written skills
High degree of interpersonal skills
Computer literate knowledge of Microsoft Office
Must be a team player and capable of representing Air Canada in a professional manner
Must be eligible to work in the UK without restriction

Conditions of Employment:

Linguistic Requirements

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.