About Company
Air Canada is Canada’s largest airline and the largest provider of passenger services in the Canadian market, the Canada-U.S. transborder market, and in the international market to and from Canada. A founding member of Star Alliance, the world’s most comprehensive air transportation network, Air Canada is among the 20 largest airlines in the world and serves more than 200 airports on six continents. Our mission is to connect Canada and the world, flying people and cargo safely and efficiently. We are committed to delivering excellence in customer service, fostering a diverse and inclusive workplace, and building a sustainable future for aviation.
Job Description
Are you passionate about travel and dedicated to providing exceptional customer service? Air Canada is seeking enthusiastic and customer-focused individuals to join our team as a Reservation Agent in Charlotte, North Carolina. In this pivotal role, you will be the first point of contact for our valued customers, assisting them with their travel needs, making reservations, modifying existing bookings, and providing crucial information about flights, services, and policies. This is an exciting opportunity to embark on a rewarding career in the aviation industry, where your interpersonal skills and problem-solving abilities will directly contribute to a seamless and enjoyable travel experience for millions of passengers. We are looking for individuals who can thrive in a fast-paced environment, possess excellent communication skills, and are committed to upholding Air Canada’s reputation for world-class service. If you are a proactive team player with a strong sense of responsibility and a desire to help people connect with their destinations, we encourage you to apply and become an integral part of our global team.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, or chat regarding flight reservations, availability, pricing, and services.
- Book, modify, and cancel flight reservations accurately and efficiently using Air Canada's reservation systems.
- Provide comprehensive information on flight schedules, baggage policies, fare rules, airport procedures, and other travel-related details.
- Address and resolve customer complaints and issues with professionalism and empathy, aiming for first-call resolution.
- Process payments, issue tickets, and handle special requests (e.g., unaccompanied minors, special assistance) in compliance with company policies.
- Upsell and cross-sell additional Air Canada products and services, such as seat selection, baggage upgrades, and vacation packages.
- Maintain up-to-date knowledge of Air Canada's products, services, routes, and industry regulations.
- Collaborate with other departments to ensure smooth operations and exceptional customer experiences.
- Adhere to all company policies, procedures, and service standards.
Required Skills
- Minimum 1 year of experience in a customer service role, preferably in a call center environment.
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a genuine desire to assist customers.
- Proficiency in basic computer applications and ability to learn new software quickly.
- Demonstrated problem-solving and decision-making abilities under pressure.
- Ability to work effectively in a fast-paced, dynamic environment.
- High level of empathy, patience, and attention to detail.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
Preferred Qualifications
- Previous experience in the airline or travel industry.
- Familiarity with Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo.
- Ability to communicate in French or other additional languages relevant to Air Canada's network.
- Post-secondary education in hospitality, tourism, or a related field.
Perks & Benefits
- Competitive hourly wage and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation and sick leave.
- Generous employee travel benefits for you and your eligible dependents.
- Opportunities for career growth and professional development within a global airline.
- Robust training program to ensure your success.
- Employee assistance program for personal and professional support.
- A vibrant and inclusive work environment.
How to Apply
Interested candidates are encouraged to apply directly through our official careers portal. Please click on the application link below to submit your resume and cover letter. Ensure your application highlights your relevant customer service experience and your passion for the travel industry. While this posting is for a Reservation Agent, we encourage you to search for similar Customer Sales & Service roles on our career site in your preferred location if this specific role is not an exact match.