Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The Employee Care Representative will offer the highest level of customer service while providing employees, managers and third parties with assistance regarding our different HR programs and pay questions.
The Employee Care Representative will provide timely resolution to employee inquiries via calls and emails to ensure a positive employee experience.
Responsibilities:
- Provide timely resolution to employees’ inquiries via calls and/or emails, including concerns or issues to ensure a positive employee experience.
- Provide excellent customer service by demonstrating ownership of issues / concerns being raised by employees.
- Responsible for the day-to-day handling of employee reporting transactions in the HR Systems (travel profile updates, adding family members to profiles, auditing pass privilege allotments, calculating trip amounts , etc)
- Managing Consultant travel via “NTP” product
- Review and management of monthly report documents for action and/or filing
- Escalate processing issues with regard to day-to-day transactions or calls received.
- Works closely with other colleagues in other HR functions to resolve HR cases and address customer needs.
- Act as primary contact for employees regarding any employee travel programs or policy inquiries and ensure accurate response is provided.
- Liaise with internal HR stakeholders to ensure issues and concerns are addressed for more in-depth issues.
- Forward employee inquiries to third party vendors/outsourced providers (such as pension administrators, disability administrators and HR processing partners, etc...)
- Escalate and participate in the improvement of identified gaps in processes
- Recognize and report unusual events or consistent problems areas to Supervisor
Qualifications
- Bachelor’s degree (an asset)
- Working knowledge of applications specific to HR (an asset)
- Experience in recruitment, employee care and/ or contact centre (an asset)
- Ability to focus and manage competing priorities in a fast-paced environment
- Customer focused with a positive friendly approach.
- Excellent interpersonal and communication skills (verbal & written).
- Excellent Computer and MS Office skills and knowledge
- Experience with HR Systems and/or ticketing systems such as Trutrack, People Soft, ServiceNow (an asset)
- Reservation Systems (Altea) knowledge and experience a strong asset
- Employee Travel policy knowledge a strong asset
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:
Candidates must 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 which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements
Bilingual (English and French)
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
