Air Canada Jobs | Customer Journey Management CSM, Toronto

Air Canada

Job Description

The Customer Journey Management Customer Service Manager is responsible for managing the Customer Journey Management team and providing customer recovery leadership for irregular operations, ensuring effective and pro-active customer recovery.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Responsible for the day-to-day management of CJM operations.

• Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.

• Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.

• Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.

• Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.

• Maintain good relationships and effectively liaise with other departments to ensure we are meeting their expectations and recovery requirements.

• Implement initiatives designed to improve processes and performance.

• Support the operation with regards to customer recovery.

• Manage projects to improve IROP handling as assigned.

• Ensure consistency of application of customer recovery guidelines.

• Provide recognition and celebrate individual and team successes.

Job Requirements

• Strong customer and employee focus

• Focused on service excellence and continuous improvement, must be creative and innovative thinker

• Genuine desire to contribute to the betterment of Air Canada

• Excellent interpersonal skills; conflict resolution and communication skills

• Ability to meet deadlines and work under pressure

• Ability to work flexible hours/shifts

• Analytical abilities for creative and innovative analysis and problem solving

• Motivated, energetic, enthusiastic

• Knowledge of labour relations and experience in managing a unionized workforce is an asset.

Job Details

Company: Air Canada

Employment Type: Full-time

Job Location: Toronto, ON, Canada

Apply Now

Air Canada Careers Toronto | Executive Assistant

Air Canada

Job Description

Provide administrative support to the Vice President, Product of Air Canada. The ideal candidate will be a team player with meticulous work standards, basic project management skills, the ability to prioritize and multitask, and has exemplary interpersonal skills. The nature of the work demands complete confidentiality.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Establish and maintain effective relationships with key members of the organization and gain their trust and respect

• Interface/liaise regularly with other Air Canada Executives, their assistants, their leadership teams and external customers

• Conduct daily calendar management (Outlook) and proactively adjust their schedule based on priorities

• Manage and prioritize tasks and emails

• Organize meetings from end to end (planning, agenda, scheduling, and technology)

• Coordinate travel arrangements, including flight, hotel, meals and car rental reservations

• Prepare PowerPoint presentations

• Coordinate and/or prepare reports and other materials for meetings

• Complete expense reports

• Create/maintain contact lists and spreadsheets

• Monitor and provide updates on departmental budget

• Maintain accurate records & filing of records

• Provide assistance with special projects as required

• Proactively follow up with team members to ensure that all deliverables are achieved in real time

• Administer telecommunications for the branch (contact person with the provider and IT, order mobile phones and monitor invoices)

• Other duties as assigned

Job Requirements

• Ability to work well and maintain composure under pressure, meet deadlines and work with minimum supervision

• Strong sense of initiative and disposition to innovate to improve processes

• Strong interpersonal skills: problem solving, customer focused, approachability

• Excellent organizational skills: planning, priority setting and managing through systems

• A very high degree of diplomacy, discretion, professional maturity and judgement

• Looks beyond the obvious and is able to overcome obstacles and challenges

• Excellent communication skills

• Expert knowledge of Windows and all Microsoft Office products

• Flexibility and willingness to work extended hours, on occasion

• Some limited travel may be required

Job Details

Company: Air Canada

Employment Type: Full-time

Job Location: Toronto, ON, Canada

Apply Now