Supervisor, Customer Experience

Sunwing Airlines • Full-time • Laval, Quebec, CA • 1w ago

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:

We are currently looking for a Customer Service Supervisor to join us in making vacation dreams come true. 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. The position reports to the Director, Product Support, and will be in Toronto, ON.  Apply now and have your career soar to new heights - under our wing!

What You’ll Do:

Support and provide direction for team management approach of Supervisory functions for your team; responsible for ensuring all Agents understand processes and procedures and they are supported accordingly.

Day to day support and management of a positive, service & sales-oriented environment

Responsible for maintaining records related to (individual) assigned team's performance.

Resolve escalated employee, client, partner, and customer issues as required, on a timely basis.

Provide guidance, direction, and demonstration to resolve situations and issues that have been escalated by internal or external clients. Provideaccurate answers to policies and procedures.

Coordinate with various internal departments to assist in customer resolution and support of "extra mile" protocol.

Set a lead by example approach, attitude, and demeanour always.

 What You’ll Need:

One (1) year of experience as a supervisor or Team Lead in a Call Centre

Excellent communication skills, both verbal and written

Excellent customer service and leadership skills

Capable to work in fast-paced and rapidly changing environment.

knowledge of TTS and basic Microsoft Office skills

Curious and passionate for continuous learning

What We Offer:

Remote work

Great travel perks!

Goodlife Corporate Discount

Growth opportunities

Free Parking

Open concept, collaborative workspace

Fresh Café

Opportunity to give back through our social responsibility initiatives

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 arozario@sunwing.ca