Customer Relations Coordinator

2 months ago

London, United Kingdom Air Canada Full time

**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 trouble-shooter 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 training-on-the-job
- Identify training needs for the Support Co-Ordinators 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

**HOURS OF WORK**
- Customer Relations operate Monday to Friday between the hours of 08:00 - 18:00
- The position is based on 37.5 hours per week

**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.

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