Job Description
We're looking for a Contract Resolution Agent to join the Customer Relations team for a 12-month contract. You will be responsible for processing and resolving all post-travel customer complaints.
Benefits and Offers
Open concept, collaborative work space
Great travel perks!
Free Parking
Grow your career with challenging and rewarding work that makes a difference
Opportunity to give back through our social responsibility initiatives
Work with a fun, passionate, travel loving team!
Duties and Responsibilities
Your main responsibilities in this role include the following:
Analyze and investigate all claims received pertaining to service/product concerns with suppliers.
Communicate externally with contracted suppliers for compensation direction on claims received; frequently following-up for responses in order to meet customer expectations.
Investigate claims internally (when required) with applicable departments.
Process compensation granted by suppliers (supplier deductions).
Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.
Maintain current and accurate records of investigative results.
Timely and consistent communications with customers with open cases.
Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.
Ensure complaints receive frequent communications with status updates.
Maintain accurate and prompt electronic records of all complaint management touchpoints.
Solid understanding of company policies and procedures.
Other duties as assigned.
Job Requirements
Exceptional customer service focus and has genuine empathy for customers.
Self-motivated with effective time management skills, able to manage a varied workload.
Exceptional written, electronic and oral communication skills.
Highly organized and efficient.
Skillful at analysing written and/or verbal communications to determine the ‘meaning behind the words’ perceptive.
Able to be persistent, tenacious and diplomatic in investigative approach.
Be a relationship builder.
Strong computer skills including Word, Excel, and Outlook.
Minimum 1-2 years of Customer Service experience in a travel related or hospitality environment.
Excellent written and verbal French and English communication skills is a requirement
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