Job Description
We're looking for a Customer Relations Business Specialist to join the Customer Relations team. You will be responsible for creating comprehensive reporting on all things related to post-travel complaints received, inclusive of compensation, productivity, identifying trends and will play in integral part in customizing data for the purpose of reporting back to the business.
You are a detail-oriented CR Business Specialist, responsible for creating revising and scheduling reports that provide meaningful and timely information to various departments and the executive team. Reporting to the Sr. Manager, Customer Relations, you will be the primary support person for CR Zendesk setbacks and enhancements.
Benefits and Offers
Open concept, collaborative work space
Fresh Café with delicious snacks and meals at a subsidized rate!
Great travel perks!
Roof top terrace in the summer
Free Parking
Daily Free Boot Camp and Yoga sessions
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:
Create, revise and schedule reports that provide meaningful and timely information to various departments and the Executive Team
Create reports that identify any emerging trends that could impact the business and/or the industry
Modify and/or revise existing reports to accommodate the growth of the department/business and current or anticipated consumer behaviours
Analyze report results providing commentary on variances and unusual trends; make recommendations to management to implement more effective strategies
Provide investigative and research support to CR & CX Management, as well as the Compliance team
Work with Quality Assurance Specialist on tracking department performance against targets
Identify suppliers/service providers/products/processes that are frequently cited in complaints and/or compliance concerns
Zendesk expert and specialist – assist and attend to all CR Zendesk related matters inclusive of Zendesk setbacks and enhancements
Other duties as assigned.
Job Requirements
Advance level in Microsoft Office – Excel, Word, PowerPoint and Outlook
Good understanding of Business Object application
Must have strong ability to analyse external & internal data with the focus on identifying trends that may impact the business
Must be self driven – independently producing comprehensive reporting when events are happening within the department, company and industry
Must have a high level of capability in creating and working with reports
Previous experience with Zendesk as a ticket management system is an asset
Must be highly organized and able to thrive in a team environment
Must have strong sense of urgency when appropriate
Superior communication skills, both written and verbal in English
Ability to function well independently and as part of a high-performance team
Must possess a passion for continuous learning
Spanish & French language skills a definite asset.
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