Customer Relations Resolution Agent

About Us:
Are you searching for a fun, passionate, travel loving team? –Sunwing has the EPIC work culture you have been searching for. We are currently looking for a customer focused Post-Travel Resolution Agent, responsible for researching and responding to customer complaints by providing a satisfying resolution response to the customer while protecting the interested of the business. Reporting to the CR Resolution Supervisor, you will analyze and investigate claims received . You will be located in Toronto, ON. Apply now and have your career soar to new heights - under our wing!
Also, learn more about our Safe with Sunwing commitment and how Sunwing is keeping its employees and customers safe here: https://bit.ly/3ngVrne
Work Perks

• Open concept, collaborative workspace
• Remote and/or Hybrid Work Opportunities
• RRSP Matching Program
• Free Parking
• Fresh Café with delicious snacks and meals at a subsidized price!
• Goodlife Corporate Discount
• Comprehensive benefits package
• Great travel perks!
• Opportunity to give back through our social responsibility initiatives
• See for yourself! @sunwinglife
• Growth opportunities

What You’ll Do

• Process compensation granted by suppliers (supplier deductions).
• Solid understanding of company policies and procedures.
• Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
• 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.
• Ensure complaints receive frequent communications with status updates.
• Timely and consistent communications with customers with open cases.
• Maintain accurate and prompt electronic records of all complaint management touchpoints.
• Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.
• Investigate claims internally (when required) with applicable departments.
• Maintain current and accurate records of investigative results.
• Other duties as assigned.
• 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.

What You’ll Need

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

We thank all who apply however only those who meet the qualifications will be contacted.
At Sunwing, diversity is important to us, follow this link: https://bit.ly/3DYzBel to learn about how Diversity and Inclusion has always been, and continues to be, a top priority for us. We are proud that our workforce is made up of passionate people from all experiences and backgrounds. 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 [email protected]