Job Description
Bilingual Customer Service Coordinator - Baggage Claims
We're looking for a Bilingual (French/English) Customer Service Coordinator to join the Baggage team. You will be responsible for assisting passengers through their claims process such as baggage tracking and resolving their concerns. They will also be rotating shifts to work in the office performing baggage duties.
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
Open concept, reciprocal workspace
Fresh Café with delicious snacks and meals at a subsidized price
Great travel perks
Rooftop terrace in the summer
Free Parking
Daily Free Boot Camp and Yoga sessions
Grow your career with meaningful 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:
Respond to all phone calls and emails related to lost baggage
Maintain baggage database and tracking systems
Keep passengers updated on the status of their claim
Research and respond to customer service complaints
Analyze and investigate all claims received pertaining to delayed, lost or damaged baggage
Daily sweeps in all laterals and bag room for any unclaimed bags
Create and process rush and on-hand bags and arrange an alternative flight for baggage delivery
Create and arrange courier delivery of bags to passenger addresses
Log lost and found items on board and report to Central Baggage Manager/Supervisor
Job Requirements
Fluency in French and English both verbal and written
Exceptional customer service focus and genuine empathy for customers
Self-motivated with effective time management skills, able to manage a varied workload
Exceptional written 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 the investigative approach
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