Sunwing Careers | Customer Service Coordinator - Baggage Claims, Dorval

Sunwing Airlines

Job Description

Bilingual Customer Service Coordinator - Baggage Claims

We're looking for a Bilingual (French/English) Baggage Claims Coordinator to join the Montreal Baggage team. You will be responsible for assisting passengers through their claims process such as baggage tracing and resolving their concerns. They will also be rotating shifts to work in the office and at the airport performing baggage duties. The Bilingual (French/English) Baggage Claims Coordinator will report to the Baggage Service Manager and the position will be at the Montreal Airport (Pierre-Elliott-Trudeau International Airport).

You are self-motivated and have effective time management skills. You possess exceptional customer service focus and genuine empathy for customers. Reporting to the Baggage Service Manager, you will be responsible for tracing and resolving customer concerns related to their mishandled baggage, from start to end.

With the ability to be persistent, tenacious and demonstrate great investigative skills, you are able to analyze written and/or verbal communications. As a Coordinator, you excel at providing exceptional written or communication skills and build rapport with the customers. You are highly organized, efficient and thrive in a fast-paced, deadline-oriented work environment.

Benefits and Offers

• Great travel perks

• 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:

• Baggage tracing & station tracing

• Respond to all phone calls and emails related to the position

• Maintain baggage database/tracing system World Tracer up-to-date

• Keep passengers & stations updated on the status of their file/claim

• Research and respond to customer service complaints

• Analyze and investigate all claims received pertaining to delayed, lost or damaged baggage

• Respond to written or telephone inquiries, update travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.

• Timely and consistent communications with customers with open cases.

• Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written

• Solid understanding of company policies and procedures

• Daily sweeps in all laterals and bag room for any unclaimed bags

• Create and process rush and on-hand bags on WorldTracer and arrange an alternative flight for baggage delivery

• Deliver passenger luggage to claim area and unload onto the conveyor belt

• Create and arrange courier delivery of bags to passenger addresses

• Log lost and found items onboard and report to Central Baggage Manager/Supervisor

• Respond to email communications within other stations and Central Baggage

• Other duties as assigned

Job Requirements

• Fluency in French and English both verbal and written is required.

• Exceptional customer service focus and has genuine empathy for customers

• Self-motivated with effective time management skills, able to manage a varied workload

• World Tracer knowledge an asset

• Exceptional written, electronic and oral communication skills

• Highly organized and efficient

• Skillful at analyzing 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

Job Details

Company: Sunwing Airlines

Employment Type: Full-time

Job Location: Dorval, QC, Canada

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