Our airline is passionate about our mission to meaningfully improve the lives of our people, our customers, and the communities we serve. When you join Canadian North, you are joining a team of highly experienced, dedicated, and caring aviation professionals. We provide essential passenger and cargo services to 25 communities within Nunavut, Nunavik and the Northwest Territories, as well as Southern hubs in Ottawa, Montreal and Edmonton. Learn more at canadiannorth.com

Help Desk - Specialist Ref. # C648120

Position(s) Available: 2 (Full Time) Closes: 2023/04/06 Location: Remote Other Details: Reporting to Senior Manager, Customer Contact Level: Non-Bargaining

Benefits:

Benefits vary by position. All Canadian North employees are eligible for:

• Health, Dental, and Wellness benefits
• Free/reduced rate flight & cargo privileges
• Retirement plan
• Referral program

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Provide corporate VIP services for key stakeholders including Board of Directors and Executive Team;
• Tier 3 level support internally for Medical Travel Team, Customer Contact Center and internal stakeholders;
• Manage group bookings including responding to all inquiries, provide group quotes, book and administer group bookings in accordance with group policies;
• Travel agency support escalations;
• Manage oxygen request for Government of Nunavut Medical Travelers;
• Book and track requirements for Sales and Marketing initiatives such as complimentary tickets, sponsorship programs, etc;
• Liaise with select internal and external customers to provide enhanced service for imminent travel needs;
• Communicate situations requiring escalation to Senior Management, as required;
• Prepare and distribute reports;
• Identify opportunities and areas for improvement and liaises with internal stakeholders to facilitate change and for continuous customer service improvement;
• Provide after hours support to ensure highest level of customer service resolution;
• Assist with special projects as required;
• Other related duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High School diploma or equivalent related work experience;
• Two (2) years of previous experience;
• Exemplary customer service skills;
• Strong Interpersonal and communication skills for internal and external Customers;
• Strong organizational, problem solving, analytical and decision making skills;
• Resolve customer issues with the highest level of integrity and professionalism;
• Keen knowledge of company policies, Procedures and Tariffs;
• Attention to detail and ability to quickly solve problems;
• Must be adept at handling multiple tasks, and prioritizing duties;
• Strong process and procedural skills;
• Comfortable using the following software in a typical work day: Microsoft Office Programs (Outlook, Teams, SharePoint, Word, Excel);
• Superior Sabre skills including reservations, pricing, ticketing , check-in;
• Knowledge of airline accounting processes considered an asset;
• Excellent English written and verbal communication skills;
• Ability to communicate in French an asset;
• Ability to communicate in Inuktut a definite asset;
• Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Apply in writing with a cover letter and r\xc3\xa9sum\xc3\xa9 to:

Canadian North Human Resources Department
Email: recruit@canadiannorth.com
Fax: 613-254-6280 Internal and External candidates will be interviewed simultaneously. Only successful candidates will be contacted for interviews. Canadian North is committed to employment equity. This advisory was posted on March 28, 2023.

Equal Opportunity Employment

Canadian North is an equal opportunity employer. Members of designated groups (Inuit, First Nations, M\xc3\xa9tis, Women, Visible Minorities, and People with Disabilities) are encouraged to apply and self-identify.

About Us

Canadian North is 100% Inuit-owned by Makivik Corporation and the Inuvialuit Development Group. We serve an incredibly small and widely dispersed customer base, which represents less than 1% of the population in Canada. Our flights enable the movement of people, food, and medicine, while providing access to crucial medical care and government services. Nearly all of the communities we serve have no road or rail access, meaning the residents are completely dependent on air service for all aspects of life. We are uniquely equipped to meet this challenge head on with our diverse fleet of aircrafts capable of serving in varied environments from snow to ice to gravel. One-third of the Canadian North team live and work in the Arctic with around 200 Inuit contributing to all areas of our organization, including as board members and senior leadership. Our mission is to meaningfully improve the lives of our people, our customers, and the communities we serve. Our vision is to be respected within Canada\xe2\x80\x99s North as a dynamic and caring airline, diversifying to serve other geographies and markets by leveraging our skills and resources. Our values are safety, integrity, teamwork, innovation, service excellence, community, and respect.