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Customer Service Manager - Toronto - 20849

Location: TORONTO, ON, Canada
Posting Start Date: Aug 7, 2018
Posting End Date: Aug 14, 2018


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

The Customer Service Manager is responsible and accountable to successfully manage all Aircraft Service Functions including ramp, baggage, grooming and deice in a safe professional manner.

  • Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.
  • Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance.
  • Understand, interpret and communicate key performance indicators and associated station results, pertaining to operations, safety and customer satisfaction.
  • Responsible for operational safety, a satisfying work environment, improved quality of customer service and compliance to the Official Languages Act in the branch.
  • Identify, recommend and initiate enhancements and changes to processes and procedures to better support operational and service standards
  • Monitor day-of deployment of staff as well as responsibility for the effective management & deployment of facility and equipment resources.
  • Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions
  • Participate in Management team meetings and decision making pertaining to station matters.
  • Ensure Safety, Security and Service standards are observed, monitored and practiced consistently including awareness of the Emergency Response and Environmental Plans
  • Conduct investigations and self-audits on regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures to address root cause.
  • Effectively liaise /cooperate with other departments / suppliers on an ongoing basis to meet service and operational requirements.
  • Ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
  • Assume local leadership, as assigned, for specific local initiatives for process & performance improvement
  • Communicate the Station Safety Plan for aircraft services and baggage services and ensures consistent adherence to plan.
  • Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions
  • Act as a coach for the employees, motivate and engage individuals and the team to build a positive and healthy working environment.
  • Encourage, recognize and acknowledge employees who consistently delivery services excellence. 


  • Strong customer focus, dealing with customers with professionalism and care
  • Excellent interpersonal and problem solving skills; able to apply creative solutions that have a positive impact on results
  • Recognized ability to work under pressure, handle stressful situations and maintain flexibility.
  • Ability to respond quickly and proactively to situations and seize opportunities
  • Ability to influence, convince and create mutually acceptable solutions in the context of conflicts
  • Possess an energetic and tenacious achievement orientation
  • Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment
  • Strong commitment to teamwork.
  • Excellent verbal and written communication skills.
  • Knowledge and expertise in AC safety and service standards as well as labour relations an asset.
  • Knowledge of airport operations an asset.
  • Bachelor’s degree or academic equivalent is an asset.
  • Computer skills a definite asset.
  • Ability to work day, evening, night and weekend shifts.



Based on equal qualifications, preference will be given to bilingual candidates. 

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.


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