Sales and Customer Service Agent - Call Centre

Location: Saint John, (N.B.), Canada
Starting Salary: $19.88 / hour - Up to $38.15 after 8 years of continuous service, as stipulated in the applicable collective agreement.
Department: Customer Support and Service - Service Centres
Category: Unionized personnel (UNIFOR)
Employment Type: Full time

Shift Premium: 5% of the employee's hourly rate for each hour worked between 11 p.m. and 5 a.m.

As one of the primary points of contact for our customers, the person in this position will contribute to creating positive travel experiences by helping with travel planning, resolving travel-related issues and providing exceptional customer service.

This position is ideal for individuals who enjoy helping others, learning to use new systems, and working in a fast-paced, performance-oriented environment.

With competitive salary progression, a flexible schedule, comprehensive benefits, and travel privileges, Air Canada offers you the opportunity to build a rewarding career within a company that invests in your future.

As a Customer Sales and Service Agent, you will provide exceptional customer service by responding to every call and chat inquiry in a professional, courteous, and prompt manner. You will be required to:

• Become a trusted source of information on flights, fares, destinations, and special offers.
• Use Air Canada reservation systems to create and modify bookings.
• Identify customer needs and offer quick and effective solutions.
• Manage complex travel situations, find solutions, and guide customers with confidence when their travel plans change.
• Help customers review travel requirements and options with confidence.
• Create positive experiences through professional and empathetic service.

To learn more about the position, watch our Customer Sales and Service Agent career video.
Customer Sales and Service Agent Career Video

We are looking for individuals who thrive in a fast-paced environment, keep their cool under pressure, and are dedicated to providing exceptional customer service. Successful candidates must demonstrate adaptability, reliability, and resourcefulness, and possess problem-solving skills. They must also be able to balance customer needs with operational priorities, while demonstrating professionalism, empathy, and team spirit during every interaction.

• High school diploma or equivalent.
• Ability to follow and successfully complete a paid full-time training program lasting approximately 12 weeks.
• Flexibility to work different shifts within a 24/7 operating environment, including evenings, weekends, and holidays.
• Excellent oral and written communication skills, and the ability to build connections and create positive customer interactions.
• Strong talent for listening and problem-solving.
• Ease in navigating various complex systems while talking with customers.
• Ability to adapt quickly in a dynamic environment where priorities can change throughout the day.
• Proven punctuality and reliability to support the overall success of the team in a fast-paced environment. Demonstrated commitment to teamwork and collaboration.
• Candidates must be eligible to work in the country concerned at the time any job offer is presented to them, and obtaining any permit, visa, or other authorization that may be required is entirely the responsibility of the candidates applying for this job.

As one of Canada's leading employers, we ensure we reward our employees well by offering many benefits:

• Air Canada employees love to travel, and our employee travel privileges program is one of the most generous in the industry. You will be entitled to travel privileges for yourself and other eligible…