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Lead Customer Sales & Service Agent - 34975

Location: FRANKFURT, HE, Germany
Posting Start Date: Feb 20, 2024
Posting End Date: Mar 1, 2024


Job 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.

The primary focus and responsibility is to provide the highest level of customer service and assist the manager and the team in the daily operation.

Responsibilities :

  • Offer the highest level of customer service while providing customers with information regarding flights, fares, destinations, special offers and other travel products 
  • Use Air Canada’s in-house reservation system to make new flight reservations or to modify existing bookings 
  • Provide timely resolution to customer inquiries, including concerns and/or issues to ensure customer satisfaction 
  • Accurately obtain documents and confirm customer’s personal information for bookings 
  • Reviewing queues and generic emails 
  • Reviewing and adjusting daily and monthly duty roster, handling short- term changes in vacation plan and hand over to manager for final approval  
  • Updating daily and relevant information in Yammer group  
  • Assisting agents as per manager request 
  • Handling escalations and difficult cases prior escalation to manager 
  • Handle special tasks as assigned by manager 
  • Generate statistics  
  • Check time cards of agents 
  • Providing training to new agents as part of trainer team 
  • Take the lead if manager is not in the office 
  • Liaise with Concierge groups to provide support / assistance in dealing/handling with high profile/premium customers 


  • Customer service experience within a call centre environment and previous airline industry experience with a minimum of two years college degree or equivalent and apprenticeship in the travel industry is an asset  
  • Working knowledge of computer applications and internet is an asset 
  • PC/IT skills at high standard 
  • Experience in a leading position will be considered an asset

Working Conditions: 

  • Must be able to work flexible hours/shift 
  • Must possess valid and permanent work permit for Germany  

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

  • Mandatory German and English. French an asset.

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.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted