Job Description
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 Spanish and English, both verbal and written.
Duties and Responsibilities
Your main responsibilities in this role include the following:
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 orcalling 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
Job Requirements
Excellent fluency in Spanish and English, both written and oral is essential, candidates will be tested for capability
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
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