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As a Customer Experience Manager – Airports, you will play an important leadership role in our ambition to become a top ten global airline.  Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience. By creating a safe, positive, and accountable environment, your dedication to customer service excellence and glowing hearted hospitality will allow you to anticipate and deliver on our customers’ needs, while providing proactive and empathetic leadership to our team.  

Posting End Date: May 29, 2024

The Customer Experience Manager role will provide the opportunity to work in various areas such as:  Station Operations Center, Airside/Ramp/Apron Operations, Baggage Services, Staff Deployment/Planning & In-Terminal Operations. In all areas you will be managing both our customers experience and providing leadership to our unionized employees (IAMAW & Unifor).

Your deliverables will include: 

• Representing our brand and company vision for customer service excellence; 
• Understanding our internal and external customers by anticipating needs and delivering on promises;
• Caring for our customers in difficult situations;
• Building and nurturing trusting relationships. Fostering employee development by empowering, coaching, and supporting our team to be their very best, 
• Managing front line unionized employees belonging to both Unifor and IAMAW  
• Working indoors or outdoors if applicable;
• 24-hour Airport operations will require shift work/weekends and holidays;

Qualifications

• Possess at least a high school diploma  
• A minimum of two years previous people management experience;
• Managerial Courage to make difficult decision to ensure operational integrity, safety, and an on-time performance;
• Ability to work flexible schedules (24-hour Airport Operation/ Shift work/Weekends and Holidays);
• Ability to successfully obtain a Restricted Area Identity Card (RAIC) & Airside Vehicle Operator’s Permit 
• Must have a full valid driver’s license;
• Ability to lift 50lbs;
• Ability to walk long distances and stand for long periods;
• Effective Decision Making in a timely manner during stressful situations
• Strong interpersonal skills (organizational, team oriented & focused)
• Entrepreneurial & self-managed abilities;
• A genuine passion for creating and leading a global top ten Airline customer and employee experience ;
• Ability to develop trust and rapport while providing employees performance coaching;
• An entrepreneurial, energetic and tenacious attitude; 
• Ability to adapt to new technology and to share that knowledge;

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

Based on equal qualifications, preference will be given to bilingual candidates.

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advance

Requirements:

Languages: Candidates must have knowledge of more than one language.

Education: Candidates need standard educational qualifications such as a high school, bachelor’s degree, a certificate or a diploma
Experience: Candidates don’t need experience although having experience is an asset

No of Vacancies: 15

Physical Requirements:

• The candidate should be able to work in fast-paced environment
• The candidate should be able to perform repetitive tasks
• The candidate should be able to work under pressure

Other Requirements:

• The candidate should be able to work with being focused on the client
• The candidate should be punctual and also be someone who can be relied on
• The candidate should have an efficient interpersonal skills and also an excellent oral communication

Responsibilities:

• The candidate should be able to address customers’ complaints or concerns
• The candidate should be able to answer inquiries and provide information to customers
• The candidate should be able to take customers’ orders

Benefits:

• The employees get dental plan, disability benefits and vision care benefits
• The employees get as per collective agreement and bonus
• The employees get group insurance benefits, life insurance, maternity and parental benefits and Registered Retirement Savings Plan (RRSP)
• The employees get free parking availability, learning/training paid by employer, on-site amenities, on-site recreation and activities, paid time off (volunteering or personal days), team building opportunities, variable or compressed work week and wellness program

How to apply:

If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer by email (along with your resume) through below mentioned details.

By Email
[email protected]

Be prepared for the screening questions

• Are you currently a student?
• Are you currently legally able to work in Canada?
• Do you have previous experience in this field of employment?

As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

As a Customer Experience Associate/ Beauport/ Permanent/ Part-time 11.25h, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in French because they will serve and French-speaking clientele.

Closing Date: 05/22/2024

The Supervisor, Customer Care is responsible for overseeing day to day customer care in a call centre environment with a focus on daily targets and deliverables, as well as team leadership.

How You’ll Help

• Development of a strong customer focused team, including training, coaching, supporting, and performance development, promoting a positive, open culture and working environment
• Monitoring daily productivity targets and working with staff to make improvements where required. 
• Works with and supports Customer Care Representatives to resolve customer concerns and issues, which may involve collaborating across Company departments and communicating with internal and external stakeholders
• Identify recurring issues and work with the team and managers to implement corrective actions and process improvements
• Other related duties as may be required

Your Skills & Experience: 

• Post-secondary education in Business Administration or other relevant field preferred
• Customer service and/or leadership training is a strong asset
• Minimum of 2 years’ experience in a customer service field, preferably in a call centre environment. 
• Experience in transportation is a strong asset
• Strong leadership skills, including the ability to motivate and engage a team to meet departmental targets
• Exceptional customer service focus and relationship building skills
• Must be proficient in MS Outlook, Excel & Word; AS400 – an asset; must possess the aptitude for learning new programs
• Excellent communication skills including the ability to relay information (verbal and written) between several parties 
• Troubleshooting and problem solving skills, the ability to evaluate current situation, respond quickly to changing requirements, execute and escalate accordingly
• Strong organizational and time management skills, including the ability to work under pressure in a fast paced setting
• Ability to multitask and prioritize in a deadline driven environment; appropriate sense of urgency
• Ability to work independently and to collaborate with others to meet customer expectations
• English language skills required
• French language skills a strong asset
• Responsible for the performance and development of a team of Customer Care Representatives (12-15)
• Normally 40 hours per week, Monday to Friday; may be required to work different or additional hours from time to time

As a Customer Experience Associate/ Carleton University/ Permanent/ Part-time 26.25h, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.

Our Customer Experience Associates are people-centric and  connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:

• Taking a proactive approach to discovering our customer’s needs and listening to understand what they are asking for
• Processing day to day transactions
• Nurturing rich, long-standing relationships
• Contributing to the Branch’s targets by identifying and fulfilling simple sales opportunities
• Being a technology expert and sharing your knowledge by introducing clients to our mobile banking applications and assisting them to better manage their banking needs

Is this role right for you?  In this role you will:

• Build strong customer relationships and deliver excellent customer service
• Uncover and solve customers’ needs
• Explain complicated concepts simply
• Demonstrate success in a target-based performance environment, as well as contribute positively to a team-oriented work environment
• Demonstrate an eagerness to learn and determination to succeed

Do you have the skills that will enable you to succeed in this role? – We’d love to work with you if you:

• Have proven customer service skills through work or community involvement
• Are willing to assist in a professional, friendly and efficient manner
• Are available to work a flexible schedule
• Are comfortable in simple sales situations
• Have strong technical skills and the ability to promote digital and self-service banking options to our customers

What’s in it for you?

• The opportunity to join a forward-thinking organization surrounded by a collaborative team of innovative thinkers
• A rewarding career path with diverse opportunities for professional development
• Internal training to support your career growth and enhance your skills
• An organization committed to making a difference in our communities – for you and our customers
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package

Requirements:

Languages: Candidates must have knowledge of the English Language

Education: Candidates need standard educational qualifications such as a Secondary (high) school graduation certificate
Experience: Candidates don’t need experience, training will be provided
Type of service and repair: Computers and peripherals
Computer and technology knowledge: Internet, MS Excel, and MS Outlook
Area of work experience: Repair
Security and safety: Criminal record check

Physical Requirements:

• The candidates should have a keen attention to detail
• The candidates should be comfortable working in a fast-paced environment
• The candidates should be able to meet tight deadlines
• The candidates should be capable of working under pressure
• The candidates should possess manual dexterity for various tasks

Other Requirements:

• The candidates should maintain punctuality and be reliable in meeting job responsibilities
• The candidates should have a strong focus on client satisfaction, possess efficient interpersonal skills, and exhibit excellent oral and written communication
• The candidates should demonstrate flexibility, be organized in their work approach, and be effective team players
• The candidates should take initiative in their tasks and responsibilities, uphold values and ethics in their professional conduct, and have the ability to multitask

Candidate Status:

• Candidate must be a Canadian Citizen or temporary or permanent resident of Canada
• Candidate must have legal authorization (Work Permit) to work in Canada
• If Candidates are unable to fulfill above mentioned requirements, don’t apply for the position

Responsibilities:

• The candidates should be able to access and process information, answer inquiries, and provide information to customers
• The candidates should be able to address customers’ complaints or concerns, receive and log complaints, and arrange for billing for services
• The candidates should be able to explain the type and cost of services offered, and maintain records and statistics

Benefits:

• The candidates will get dental plan, health care plan, vision care benefits, long term benefits, and life insurance

How to apply:

If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your Resume) through the below-mentioned details

By email
[email protected]