Job Description

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".



Agent (e) de resolution- apres-voyage

Le poste :

Sous Vacances Sunwing, nous cherchons actuellement un agent (e) de resolution- apres-voyage afin de nous aider a faire des vacances de reve une realite. En tant qu'agent (e) de resolution- apres-voyage, vous etes responsable de repondre aux plaintes des clients en fournissant une reponse de resolution satisfaisante aux clients tout en protegeant les interets de la companie.. Le ou la titulaire du poste relevera du ou de la superviseur(e) des resolutions clients et travaillera a Montreal, Qc.

Vos taches :

Analyser et enqueter sur toutes les plaintes recues relatives aux problemes de service / produit avec les fournisseurs Enqueter sur les demandes en interne (au besoin) avec les departements applicables Traiter les compensations accordees par les fournisseurs Compiler/conserver une trace des problemes repetitifs relatif au produit avec nos fournisseurs Repondre aux demandes ecrites et telephoniques, informer les agents de voyage et les clients de l'etat de leurs preoccupations et fournir des consultations, le cas echeant Tenir des registres a jour et precis des resultats des enquetes Faire des suivis dans des delais convenables avec les clients ayant des dossiers en attente Fournir des reponses rapides et empathiques aux demandes des clients ; de facon verbale, electronique ou par ecrit Maintenir des archives a jour et precises de tous les points de contact de gestion des reclamations Maintenir une excellente comprehension des politiques et procedures de l'entreprise D'autres taches peuvent etre assignees.

Votre profil :

Accent sur le service a la clientele et empathie pour les clients Motive(e) avec des competences en gestion du temps, capable de gerer une charge de travail variee Competences exceptionnelles de communication ecrite, electronique et verbale Tres organise(e) et efficace Habilete a analyser les communications ecrites et / ou verbales pour determiner le sens derriere les mots Capacite d'etre persistant, tenace et diplomatique dans son approche d'enquete Habilete a etablir des relations avec les clients et les services internes Solides competences en informatique, notamment Word, Excel et Outlook Minimum de 1 a 2 ans d'experience en service a la clientele dans un environnement lie aux voyages ou en l'hospitalite Excellentes competences en communication verbale et ecrite en francais et en anglais requises

Ce que nous avons a offrir :

Choix de travailler en mode hybride Perspectives d'avancement; Occasion de redonner a la communaute grace a nos initiatives de responsabilite sociale; Voyez par vous-meme!@sunwinglife Tres bons avantages de voyage; Des rabais d'entreprise Regime complet d'avantages sociaux; Programme de cotisation egale au regime enregistre d'epargne-retraite (REER); Stationnement gratuit; Concept de bureaux ouverts dans un espace de travail collaboratif;

Nous remercions tous ceux et celles qui poseront leur candidature. Cependant, nous ne communiquerons qu'avec les personnes possedant les qualifications requises.



Diversite, equite et inclusion - La diversite nous rend EPIC. Nous nous efforcons de favoriser une culture ou les employes peuvent se sentir eux-memes tout en faisant partie d'une equipe. Intervention et prevention contre la violence et le harcelement - Nous partenariat avec White Ribbon nous aide a creer une politique centree sur les victimes et tenant compte des traumatismes, ainsi que des programmes educatifs utilises par toutes nos divisions. Bien-etre general - Notre approche est axee sur les occasions globales d'aider les employes a etre EPIC et bien dans leur peau. Apprentissage et developpement - Nos offres sont orientees vers le developpement des competences, le leadership personnel ainsi que le leadership en groupe et en equipe.



Nous prendrons des mesures d'adaptation, si necessaire, durant le processus de recrutement. Si vous avez besoin de mesures d'adaptation pour poser votre candidature, veuillez envoyer un courriel a kmatar@sunwing.ca.

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Post-travel Resolution Agent

The Opportunity:

Under Sunwing Vacations, we are looking for a Post-travel Resolution agent to join us in making vacation dreams come true. As a Post-travel Resolution agent, you will be responsible for researching and responding to customer complaints by providing a satisfying resolution response to the customer while protecting the interests of the business. Reporting to the Customer Resolutions Supervisor, you will analyze and investigate claims received. You will be located in Montreal,Qc. Apply now and have your career soar to new heights - under our wing!

What You'll Do:

Analyze and investigate all claims received pertaining to service/product concerns with suppliers. Communicate externally with contracted suppliers for compensation direction on claims received; frequently following-up for responses in order to meet customer expectations. Investigate claims internally (when required) with applicable departments. Process compensation granted by suppliers (supplier deductions). Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate. Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries. Maintain current and accurate records of investigative results. Timely and consistent communications with customers with open cases. Provide timely and empathetic responses to customers' inquiries; either verbally, electronically or written. Ensure complaints receive frequent communications with status updates. Maintain accurate and prompt electronic records of all complaint management touchpoints. Solid understanding of company policies and procedures. Other duties as assigned.

What You'll Need:

Exceptional customer service focus and has genuine empathy for customers. Self-motivated with effective time management skills, able to manage a varied workload. Exceptional written, electronic and oral communication skills. Highly organized and efficient. Skillful at analyzing written and/or verbal communications to determine the 'meaning behind the words' perceptive. Able to be persistent, tenacious and diplomatic in investigative approach. Be a relationship builder. Strong computer skills including Word, Excel, and Outlook. Minimum 1-2 years of Customer Service experience in a travel related or hospitality environment. Excellent written and verbal in English and French

What We Offer:

Hybrid Work Opportunities Growth opportunities Opportunity to give back through our social responsibility initiatives. Great travel perks! Corporate Discount Comprehensive benefits package RRSP Matching Program Free Parking Open concept, collaborative workspace 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 will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email kmatar@sunwing.ca



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 recruiting@sunwing.ca