Representative, Customer Relations

JOB TITLE: Representative, Customer Relations

POSITION STATUS: Permanent full-time

DEPARTMENT: Customer Relations

LOCATION : Montreal

WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

WHAT YOU'LL BE DOING

The Customer Relations Representative is responsible for assisting customers and travel agents in resolving post-travel complaints and inquiries. The role requires strong communication, analytical, and problem-solving skills to deliver fair, timely, and consistent resolutions while maintaining a high level of customer satisfaction.

Key Responsibilities

• Manage and resolve post-travel complaints and claims from customers and travel agents.
• Review appeals and determines appropriate resolutions.
• Conduct investigations by gathering relevant information from internal teams and suppliers.
• Communicate with customers and travel agents with professionalism, clarity, and empathy.
• Provide timely responses, including call-backs and case updates.
• Negotiate fair and consistent settlements.
• Apply guidelines, past decisions, and sound judgment while balancing customer satisfaction and business considerations.
• Collaborate with internal teams and suppliers to support resolution.
• Contribute to quality assurance efforts and help prevent recurrence of issues.
• Identify trends and support process improvements.
• Maintain accurate case documentation and records.
• Ensure decisions align with company policies and guidelines.

Additional Responsibilities

• Represent the company professionally at all times.
• Perform other related duties as assigned.

WHAT YOU BRING TO THE TEAM

• Diploma of College Studies (DEC) in Tourism, Business, or a related field.
• Minimum of 2 years of experience in customer relations, claims handling, or a similar role within the travel or service industry.
• General knowledge of consumer protection laws and regulations.
• Strong computer skills, including Microsoft Office (Word, Excel, PowerPoint).
• Excellent written and verbal communication skills in French and English
• Strong organizational skills, with the ability to manage multiple cases and meet deadlines.
• Sound judgment and problem-solving skills, with the ability to make fair and consistent decisions within established guidelines.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to adapt to changing priorities.
• Knowledge of reservation systems (e.g., ACV systems) is considered an asset.
• Understanding of internal departments, processes, and policies is considered an asset.

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.