Customer Service – Specialist, Customer Relations

About Us:

Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”.

The Position:

At Sunwing Travel Group, we are currently seeking a Specialist, Customer Relations. The Customer Relations team is responsible for handling and resolving all customer complaints post-travel. The Specialist, Customer Relations will report to the Director of Customer Relations and the position will be based in Montreal, QC. The Specialist Customer Relations will handle sensitive claims with great maturity and empathy. Our candidate will be able to listen and understand, discover, analyze, and report trends while considering both the customer and the company in finding a solution. They will be able to work under pressure, manage multiple tasks simultaneously, and establish relationships with other departments to provide a solution.

What You’ll Do:

• Be the “voice” of the Customer Relations team – the go-to respondent for complaints in highly sensitive cases where the existing complaints process should not be used.
• Oversee and manage the flow, communications, and processing of complaints that are escalated by the executive team or media team.
• Lead weekly meetings with the management team.
• Provide guidance on complaint resolution to customer relations agents for minor complaints.
• Provide daily supervision and coaching of the administrative assistant of the Montreal Customer Relations team.
• Lead weekly meetings with the management team.
• Inform the media relations, social media, and customer relations teams at Sunwing of anticipated customer complaint issues that may attract media attention; provide coordinated information to both teams in a timely manner.
• Understand how to achieve a solid resolution for customers while protecting the company and our suppliers.
• Other assigned tasks.

What You’ll Need:

• An exceptional focus on customer service and genuine empathy for customers.
• Motivated with effective time management skills, able to handle a varied workload.
• Experience and/or training in psychology, social work, medical, or legal fields is a significant asset and will be prioritized.
• Knowledge of TICO, APPR, ATPDR, DOT, DACR, OPC regulations is a considerable asset.
• Exceptional written, electronic, and oral communication skills.
• Highly organized and efficient.
• Ability to analyze written and/or verbal communications to determine the “meaning behind the words”; insightful (root cause analysis).
• Ability to be persistent, tenacious, and diplomatic in an investigative approach.
• Ability to build relationships.
• Strong computer skills, including Word, Excel, and Outlook.
• Minimum of 1 to 2 years of customer service experience in a travel or hospitality-related environment.
• Bilingual in English and French (written and oral) required.

Work Perks:

• Choice of working remotely or in a hybrid mode.
• Excellent travel benefits.
• Comprehensive benefits package.
• Matching contribution Registered Retirement Savings Plan (RRSP).
• Advancement opportunities.
• Free parking.
• Opportunity to give back to the community through our social responsibility initiatives.
• See for yourself! @sunwinglife

We thank all who apply however only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion – Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response – We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing – Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development – Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email arozario@sunwing.ca

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