Job Description
When you work for Swoop, you’re a part of an entrepreneurial startup where nimble, bold, collaborative and digitally-focused are just a few of the words we use to summarize how we roll. Swoop is a wholly owned subsidiary of the WestJet Group (TSX: WJA) but make no mistake, we march to the beat of our own drum. At Swoop, our day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big picture strategy of the group.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Showcase innovative problem solving and overall mastery of Swoop’s tools and resources.
Effectively research and guide Swoop Airports agents through decision making
Facilitate solutions that Airports Agents are unable to complete in the reservation system
Provide technical and troubleshooting support to internal teams including Airports, Contact Centre and OCC
Provide Airports with identification and entrance requirement support for trans-border and International flights & additional consultation on exceptions to Timatic
Monitor, identify and respond to all irregular operations (IROPs) that impact Traveler experience
In conjunction with other stakeholders including Airports and OCC, develop and implement Traveller re-accommodation plans during IROPs, to preserve the Swoop Traveler experience and operational performance
Coordinate IROP Traveller services such as meal vouchers, hotel, and ground transportation Identify root cause to trends/issues and communicate recommendations for changes and enhancements
Create, prepare, and edit formal written responses to Traveller feedback presented to Swoop via social media channels and e-mail
Call out to Travellers with special needs or those requiring special assistance
Notify Travellers of any delay and cancellation information
Triage/resolve baggage issues/inquiries from travelers and coordinate escalation as required
Ad hoc duties as assigned to support our evolving business.
Job Requirements
Strong attention to detail and exceptional verbal and written communication skills
Ability to work with minimal supervision
An eagerness to learn and help others grow
Strong decision making and analytical skills with proven experience managing conflict with internal and external customers
Ability to work in a fast-paced ever-changing environment
Demonstrated ability to provide exceptional Traveller experience
Demonstrated ability to multitask and solve complex operational and Traveller service problems under pressure
Demonstrated ability to be effective when working independently and in a team environment
Intermediate Navitaire New Skies experience an asset
Intermediate skill level with Microsoft Office applications
Experience with Sabre Movement Control is an asset
Previous experience in a contact centre or support desk environment an asset
Previous experience with an airline is an asset
Ability to work shift work, including overnights, to support a 24/7 operation is essential
No comments:
Post a Comment