Customer Relations Representative

About the role

Air Canada Vacations is looking for a Customer Relations Representative to join its Montreal team. You will help customers and travel agents resolve post‑travel complaints and inquiries, ensuring fair and timely outcomes while maintaining high satisfaction levels.

Key responsibilities

• Manage and resolve post‑travel complaints and claims from customers and travel agents.
• Review appeals and determine appropriate resolutions.
• Conduct investigations by gathering information from internal teams and suppliers.
• Communicate with customers and agents professionally, clearly, and empathetically.
• Provide timely responses, including callbacks and case updates.
• Negotiate fair settlements while balancing customer satisfaction and business considerations.
• Apply guidelines, past decisions, and sound judgment.
• Collaborate with internal teams and suppliers to support resolution.
• Contribute to quality‑assurance efforts and help prevent issue recurrence.
• Identify trends and support process improvements.
• Maintain accurate case documentation and ensure decisions align with company policies.

Required profile

• DEC in Tourism, Business, or a related field.
• Minimum 2 years of experience in customer relations, claims handling, or a similar role within travel or service industry.
• General knowledge of consumer protection laws and regulations.
• Excellent written and verbal communication skills in French and English.
• Strong organizational abilities and capacity to manage multiple cases under tight deadlines.
• Sound judgment and problem‑solving skills.
• Ability to work effectively under pressure in a fast‑paced environment.

Required skills

• Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with reservation systems (e.g., ACV systems) – considered an asset.