(airport & call centre)
Air Canada airport agents are ambassadors for the airline and represent an important component of our customer service equation. Applicants must like working in a fast-paced environment, and enjoy interacting with people from all over the world. Our airport agents are instrumental in disseminating information, assisting customers, and providing a human face to our airline. Successful candidates are natural born problem-solvers who enjoy challenges and perform well under pressure.
Key Success Factors
A Day in the Life
I was working for a travel agency and I remember feeling as though I were always tied to the telephone said Terri-Lee Kelly, airport agent from Halifax. I went to the airport one day to meet a client and, in all the hubbub of an airport, I thought 'This is where I want to work!' There always seemed to be something going on; people moving to and from all directions, the excitement of people going on vacation to all the places I wanted to go!
I immediately went in search of an application, and filled it out before I even left the airport. I waited and waited and finally got called for an interview. They asked questions like, did I mind working shift work? Did I mind not working Monday to Friday? Do I work well with deadlines? And, of course, all of that was right up my alley! I got a second and then a third interview and was finally hired. I couldn't wait to start. I even started planning my first trip before my training even began, and I must say, to this day, I love my job. It's always a challenge and it's very gratifying to help people out and solve any problems they might have."
How I became an airport agent
"I always knew I wanted to travel and I always knew I wanted to work with the public. I love this job because it lets me do both," says Terry Lee Kelly of her job as an Air Canada Customer Sales and Service agent. "And, best of all, it never gets boring! There's a new challenge every day and it feels like a different job every single day!"
Call Centre AgentOur call centre agents deliver a high level of customer-focused service. They handle various inbound and outbound customer requests with speed, efficiency, empathy and care. They effectively use our reservations system to service both existing and prospective customers, and promote Air Canada's products and services.
Key Success Factors
A Day in the Life of a Call Centre Agent
At the outset of her shift, Rowena Chen Sang consults the reservation system to see if there are current events likely to impact Air Canada's operations. Keeping her finger on the pulse of the operation enables Rowena to react quickly should an affected customer contact her seeking help with their travel plans.
Rowena keeps her eye on various statistics to gain an understanding of how the operation is running. For instance, during irregular operations, the number of callers waiting on hold may spike considerably in a short period of time. In these instances, Rowena will tailor her conversations accordingly as customers in this situation tend to want to resolve their travel plans as quickly as possible.
Individuals are unique and, as such, need to be catered to in different ways based on the extent of their flying experience or their personality. Relying primarily on her spoken words to make a customer feel valued can be a challenge but, as is often heard by many in Call Centres and supported by Rowena, "you have to answer each and every call with a smile."
Rowena takes great pride acting as a lifeline for customers who may be stranded in an unfamiliar location. Many of our customers are not frequent travellers and the prospect of being in a different environment with no means to leave, albeit temporarily, can seem daunting.
With many years of experience under her belt, Rowena understands that there is always room for improvement and underlies her drive to reach for the next level of service. She is very well aware that the role of the Customer Sales & Service Agent is more than answering phone calls - it is about concentration, patience, dedication and a desire to help others - all elements of exceptional customer service.
How I Became an Air Canada Call Centre Agent
My aunt was always travelling and encouraged all of her close family and friends to do the same” states Rowena. “She truly was my inspiration and motivated me to secure a job in the travel industry,” Rowena explains with a big smile on her face. Rowena’s prior two years of experience as a secretary in the South Korean Embassy in Jamaica already exposed her to an international mindset and lent well to acting on her aunt’s suggestion of applying for a role with Jamaica’s national carrier. At the time, Jamaica’s national carrier and Air Canada had a very close relationship and with her strong performance, opportunities posed themselves and eventually lead to Rowena working for Canada’s national carrier.