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”.
The Opportunity
The Customer Experience team is the first point of contact for Travel Agents and Direct Consumers regarding pre-travel concerns, complaints, and changes affecting a booking. They also answer Sunwing Vacations Group related inquires made by Sales Centre Agents and work closely with internal departments and with customers directly to ensure the best resolution for all parties.
What You’ll Do
- Work closely with our internal teams and Airline departments to provide exceptional sales resolution options for our customers
- Provide outstanding customer service consistently in all interactions, both internal and externally
- Complete tasks accurately and in a timely fashion according to department service targets and key performance indicators
- Different areas of responsibilities within the Customer experience team i.e. Loyalty agent, preflight agent
- Provide problem solving skills to ensure a good customer experience.
- Liaise between internal departments and Sales Centre Agents
- Provide outstanding customer service consistently and solving the customer’s concern by finding a mutually suitable resolution in all interactions, both internal and externally
- Balance business needs with customer experience to provide explanations or solutions to concerns
- Offer process improvement suggestions to further develop customer satisfaction and cycle time reduction
What You’ll Need
- Minimum 1 year of work experience in a related field
- Knowledge of TTS and basic Microsoft Office skills
- Curious and passionate for continuous learning
- Capable to work in fast-paced and rapidly changing environment.
- Able to work in an environment that is in the process of maturing and advancing.
- Fast paced, goal-oriented work environment.
- Works closely with the direct public and travel agents and must adapt to varying communication styles.
- Able to work and share responsibilities within a team environment.
What We Offer
- Remote Work Opportunities
- Grow your career with challenging and rewarding work that makes a difference
- Opportunity to give back through our social responsibility initiatives
- Work with a fun, passionate, travel-loving team!
- 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 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
