THe Sunwing Travel group which is fully based in Canada is currently looking for resolution agents this month! If you're interested in applying, please don't hesitate to read the guides below on how to apply.
For applicants who are interested in this job, but don't know the full work of a Resolution agent, let me explain it better.
The Customer Relations team is solely responsible for processing and resolving all post-travel customer complaints. All interested persons should take note that the Resolution Agent, Post Travel researches and responds to customer complaints with the objective to provide a satisfying resolution response to the customer while protecting the interests of the business.
The Resolution Agent, Post Travel agent is to report to the Customer Relations Supervisor and the position will be located in Toronto, Ontario, Canada.
The first thing you need to do,simply analyze and investigate all claims received pertaining to service/product concerns with suppliers.
You should be able to easily communicate externally with contracted suppliers for compensation direction on claims which are received; frequently following-up for responses in order to meet customer expectations and their satisfaction, 100% guarantee.
You should be able to easily investigate claims internally (when required) with applicable departments.
Another responsible is the process compensation which is granted by suppliers (supplier deductions).
Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
You should easily respond to written inquiries, telephone inquiries, updating travel agents and customers on the status of their concerns, and be available to provide consultation as appropriate on policy inquiries.
You should ensure you are capable of maintaining current and accurate records of investigative results, which you are to show to the executives.
Timely and consistent communications with customers with open cases, provided they are satisfied.
Provide timely and empathetic responses to customers’ inquiries; It does not matter whether its verbally, electronically or written, you should be able to provide them with timely and prompt response.
Ensure complaints receive frequent communications with status updates.
Maintain accurate and prompt electronic records of all complaint management touch-points.
Solid understanding of company policies and procedures.
Other duties as assigned.
Here are the qualifications which are required before your application will be successful.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Sunwing will be providing workers with better and reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities, who take part in all aspects of the recruitment and selection process.
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| Sunwing Travel Group Canada |
OVERALL OBJECTIVE:
For applicants who are interested in this job, but don't know the full work of a Resolution agent, let me explain it better.
The Customer Relations team is solely responsible for processing and resolving all post-travel customer complaints. All interested persons should take note that the Resolution Agent, Post Travel researches and responds to customer complaints with the objective to provide a satisfying resolution response to the customer while protecting the interests of the business.
The Resolution Agent, Post Travel agent is to report to the Customer Relations Supervisor and the position will be located in Toronto, Ontario, Canada.
RESPONSIBILITIES:
The first thing you need to do,simply analyze and investigate all claims received pertaining to service/product concerns with suppliers.
You should be able to easily communicate externally with contracted suppliers for compensation direction on claims which are received; frequently following-up for responses in order to meet customer expectations and their satisfaction, 100% guarantee.
You should be able to easily investigate claims internally (when required) with applicable departments.
Another responsible is the process compensation which is granted by suppliers (supplier deductions).
Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
You should easily respond to written inquiries, telephone inquiries, updating travel agents and customers on the status of their concerns, and be available to provide consultation as appropriate on policy inquiries.
You should ensure you are capable of maintaining current and accurate records of investigative results, which you are to show to the executives.
Timely and consistent communications with customers with open cases, provided they are satisfied.
Provide timely and empathetic responses to customers’ inquiries; It does not matter whether its verbally, electronically or written, you should be able to provide them with timely and prompt response.
Ensure complaints receive frequent communications with status updates.
Maintain accurate and prompt electronic records of all complaint management touch-points.
Solid understanding of company policies and procedures.
Other duties as assigned.
QUALIFICATIONS REQUIRED:
Here are the qualifications which are required before your application will be successful.
- Exceptional customer service which should be highly focus and has genuine empathy for the customers need or wants.
- A person who is self-motivated with effective time management skills, and is fully capable of managing a varied workload.
- You should provide an exceptional written, electronic and oral communication skills.
- A person who is highly organized and efficient in doing things.
- Skillful at analyzing written and/or verbal communications to determine the ‘meaning behind the words’ perceptive.
- Another traits we're looking for, is a person who is capable of being persistent, tenacious and diplomatic in investigative approach.
- Relationship builder.
- You must have a strong computer skills, including and especially in Word, Excel, and Outlook.
- Minimum 1-2 years of Customer Service experience in a travel related or hospitality environment.
- You are expected to have accurrant Fluency in French and/or Spanish an asset.
ENVIRONMENT AND SCOPE:
- You are expected to be Fast paced, dynamic, and work in an highly productive department
- Continuous interaction with other departments, partners and service providers.
- Peak periods may involve additional hours, which can be compensated.
- Ability to work independently and function well within a team environment, no grudges.
- You are expected to have an open-concept office with work stations.
GOAL
At Sunwing, we expect and know that our employees are the difference. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability, all can apply.In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Sunwing will be providing workers with better and reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities, who take part in all aspects of the recruitment and selection process.
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