Supervisor, Customer Experience

The Opportunity: 

We are currently looking for a Customer Experience 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 Manager Customer experience and will be in Montreal, Qc.  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. Provide accurate 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