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Customer Relations Coordinator - 27435

Location: LONDON, MIDDLESEX, United Kingdom
Posting Start Date: Jan 6, 2022
Posting End Date: Jan 20, 2022

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Job 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.
 
A full-time permanent vacancy has arisen for the position of Customer Relations Coordinator-Bilingual. We are seeking an enthusiastic and committed team player to work together with the Customer Relations Team in London. The successful candidate must be fully conversant in Cantonese / Mandarin and English, both verbal and written. 

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
  • Apply appropriate policies when handling Customer Relations files and Baggage Claims and ensure relevant compensation is paid with substantiation, if necessary, by following Company Guidelines
  • 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

  • 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:
  • 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.
  • Mandatory Covid-19 Vaccination Required
 
Linguistic Requirements

Excellent fluency in Cantonese / Mandarin and English, both written and oral is essential, candidates will be tested for capability
Fluency in other European languages 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
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