Bilingual Sales and Customer Service Agent - Call Centre - Proactive Recruitment

Location: Montreal, QC, Canada (On-site)

Starting Salary: $19.88 - Up to $38.15 after 8 years of continuous service, as provided in the applicable collective agreement.

Department: Customer Support and Service – Service Centres

Category: Unionized Personnel (UNIFOR)

Employment Type: Full-time

Shift Premium: 5% of the employee's hourly rate for each hour worked between 11 p.m. and 5 a.m.

The Opportunity

As one of our customers' primary points of contact, the person in this role will contribute to creating positive travel experiences by helping with travel planning, resolving travel-related issues, and providing exceptional customer service.

This position is ideal for individuals who enjoy helping others, learning to use new systems, and working in a fast-paced, performance-driven environment.

With competitive salary progression, a flexible schedule, comprehensive benefits, and travel perks, Air Canada offers you the opportunity to build a rewarding career with a company that invests in your future.

What Will Your Day Look Like?

As a Sales and Customer Service Agent, you will provide exceptional customer service by responding to every call and chat request in a professional, courteous, and prompt manner. You will:

• Become a trusted source of information on flights, fares, destinations, and special offers.
• Use Air Canada's reservation systems to create and modify bookings.
• Identify customer needs and offer quick and effective solutions.
• Manage complex travel situations, find solutions, and guide customers with confidence when their travel plans change.
• Help customers review travel requirements and options with confidence.
• Create positive experiences through professional and empathetic service.

Desired Candidate Profiles

We are looking for individuals who thrive in a fast-paced environment, keep their cool under pressure, and are committed to providing exceptional customer service. Successful candidates must demonstrate adaptability, reliability, resourcefulness, and problem-solving skills. They must also be able to balance customer needs with operational priorities while demonstrating professionalism, empathy, and teamwork in every interaction.

Qualifications

• High school diploma or equivalent.
• Ability to complete and pass paid full-time training lasting approximately 12 weeks.
• Flexibility to work various shifts within a 24/7 operating environment, including evenings, weekends, and holidays.
• Excellent oral and written communication skills, and the ability to build connections and create positive customer interactions.
• Strong listening and problem-solving skills.
• Ease in navigating various complex systems while talking to customers.
• Ability to adapt quickly in a dynamic environment where priorities can change throughout the day.
• Proven punctuality and reliability to support the overall success of the team in a fast-paced environment. Demonstrated commitment to teamwork and collaboration.
• Candidates must be legally eligible to work in the country of employment at the time an offer is made, and obtaining any required permits, visas, or authorizations is the sole responsibility of the candidates applying for this job.

Your Benefits

As one of Canada's leading employers, we ensure our employees are well rewarded by offering numerous benefits:

• Air Canada employees love to travel, and our employee travel perks program is one of the most generous in the industry. You will be entitled to travel privileges for yourself and other eligible individuals once you have completed 28 weeks of service.
• We value your well-being, which is why we offer you and your family a wide range of benefit plans, including health and dental care plans.
• Training and development tools are also provided to help you reach your full potential.

Language Requirements

Candidates must be fluent in French and English. In addition, special consideration will be given to candidates who are fluent in French, English, and one or more of the following preferred languages: Spanish, Hindi, Punjabi, Mandarin, Cantonese, Japanese, or Korean. Air Canada operates globally with a worldwide customer base and aims to provide all customers with a positive and memorable travel experience.

Preferred Assets

• Customer service experience in a service centre, hospitality, retail, tourism, or customer service-oriented environment.
• Experience handling customer requests while juggling multiple priorities.
• Experience in reservations, sales, the travel industry, or with an airline carrier.
• Proficiency in computer applications and online systems.
• Experience working in a performance-driven environment where customer satisfaction is a key measure of success.

Get Your Career Off the Ground!

This is more than a customer service position; it is an opportunity to build a long-term career with one of Canada's most recognized employers.

Whether you are starting your career journey, returning to the workforce, or looking for a new challenge, you will be joining a team that values growth, development, and service excellence while connecting people and communities around the world. Join Air Canada and discover how far your career can take you.

Diversity and Inclusion

Air Canada is strongly committed to diversity and inclusion, aiming to create a healthy, accessible, and rewarding workplace that highlights the unique contributions of our employees to our company's success.

As an equal opportunity employer, we welcome applications from individuals with diverse backgrounds to ensure our workforce reflects the diversity of our customers and the communities we serve.