Airport service help desk specialist
Air Canada based in Dorval, QC is inviting applications from suitable candidates for the position of Airport service help desk specialist. Air Canada the country’s largest airline, provides extensive domestic and international air travel, reaching over 200 destinations worldwide. It offers premium seating, loyalty rewards, and in-flight services to enhance passenger experiences. As a Star Alliance member, Air Canada connects and global markets, supporting both tourism and trade. The candidates selected for the vacancy will be required to start the work as soon as possible.
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Job Description:
Employer Name: Air Canada
Position: Airport service help desk specialist
No of Vacancies: 3
Salary: Salary is not mentioned, $25.00 – $30.00 hourly estimated salary
Employment Type: Full time
Location: Dorval, QC, Canada
Shift: Evenings, overnights, weekends, and holidays
Job ID: 36273
Requirements:
Languages: Candidates must have knowledge of the English and French Language
Education: Candidates should have completion of a college certificate in tourism
Experience: Candidates should have considerable experience in the relevant field
Physical Requirements:
- The candidates should be able to work under pressure, be highly flexible and adaptable and work independently
- The candidates should have excellent interpersonal skills and be willing and able to work shifts, including evenings, overnights, weekends, and holidays
- The candidates should be self-starters, able to identify and take action on areas for improvement
- The candidates should be eligible to work in the country of interest at the time any offer of employment is made, and seeking any required work permits, visas, or other authorizations is the sole responsibility of the candidates applying for this position
Other Requirements:
- The candidates should have preferred or an equivalent combination of experience and strong knowledge of Air Canada products, policies, and procedures
- The candidates should have strong knowledge of Amadeus or Altea and ACpedia and a background in customer service with strong experience in airport functions
- The candidates should have excellent verbal communication skills and an aptitude for computer systems and technologies, including Word, Excel, and PowerPoint
Responsibilities:
- The candidates should be able to process incoming calls from Airport Amadeus or Altea users, offering assistance to Airport Customer Experience Specialists on inquiries or issues related to the Amadeus or Altea system and procedures
- The candidates should be able to record and prioritize calls, escalating them according to their impact on Air Canada’s operational integrity
- The candidates should be able to provide CM/ARD Web support to users by resolving baggage tag issues, handling seat map queries, managing through check-in issues, clarifying Timatic, supporting name changes, transferring customers between flights, and assisting with denied boarding situations
- The candidates should be able to respond to E-ticket questions, including matters of association and coupon control
- The candidates should be able to offer support for reservation-related issues, such as dividing PNRs, managing name changes, providing fare quotes, and handling ticket re-issues and contact OAL Helpdesks on behalf of specialists
- The candidates should be able to serve as a point of contact for Airport CCS (Common Customer Servicing) for Star Alliance Partners, ensuring seamless travel for Star Partner passengers
- The candidates should be able to resolve user issues and provide clear explanations, including coaching and training
- The candidates should be able to dispatch unresolved problems to 2nd or 3rd level support and conduct follow-up on these issues and escalate unresolved problems with appropriate urgency
- The candidates should be able to liaise with IT Development, IBM, and Amadeus or Altea teams to address trending issues and provide quality assurance feedback and document system problems and malfunctions through trouble reports and provide core database support during off-hours
- The candidates should be able to develop and maintain strong technical competency in all areas of Amadeus or Altea, including ARD Web, Customer Management System, and Ticketing
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!