Operational Support Agent (Night)

The incumbent will be responsible for advising travel agents or customers within the required timeframe of any changes to their itinerary (schedule, date, aircraft type, hotel, flight cancellation, etc.), as well as modifying the files affected as required for the type of change. The incumbent will also be accountable for offering support to passengers and agencies that reserve their flights and hotels from the reservation channels (including B2B, B2C and GDS).


  • Modify reservations following according to the changes of flight schedule or hotel;
  • Follow up files to ensure that all of the reservations affected by a change are processed;
  • Ensure follow up with various departments: such as accounting, customer service and products, as well as internal and external partners and work with them closely;
  • Respond to information requests from travel agents;
  • Adjust billing for affected reservations to reflect the initial pricing or add costs relating to the change;
  • Assist travel agents in their reservation process on the different computer systems (GDS, Datalex, TTS, Radixx);
  • Assist passengers with questions or modifications related to their flight reservation;
  • Adjust files according to reservation conditions;
  • Follow up on files containing special requests with respect treatment delays;
  • Help agents solve simple problems encountered on Agent Direct website;
  • Replace the receptionist;
  • Follow up and send travel documents.


  • Diploma in Tourism (an asset);
  • Minimum of 1 year of customer service experience or other pertinent experience;
  • Experience in a call center environment (an asset);
  • Knowledge of reservation systems such as RADIXX, SIREV, TTS, GDS and Datalex;
  • Excellent skills to use and navigate through various computer applications;
  • Great ability to adapt to different and constantly evolving computer software;
  • English/French Bilingualism essential (written and spoken), knowledge of a third language (an asset);
  • Good verbal communication skills;
  • Excellent customer service skills;
  • Capacity for teamwork;
  • Able to work under pressure;
  • Self-reliant and detail-oriented;
  • Able to respect deadlines;
  • OPC / TICO certification;

Additional Information

  • Duration of training: approximately 4 weeks;
  • Type of training: online; 
  • Location of training: 300 Léo-Pariseau in Montréal or telework; 
  • Place of work after the training: 300 Léo-Pariseau à Montréal or telework;
  • Full time (37.5h/week); 
  • Part time (22.5hrs or 30hrs/week);
  • The agent must be available to work from 11 p.m. to 7 a.m., 7 days a week; 
  • The work schedule is confirmed one month in advance;
  • Salary: 17,91$/hr. + Night premium 

Job Details

Montreal and/or Telework
Permanent, full time
Call Centre and Customer Relations
Head office
Transat Tours Canada

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Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs. To facilitate the reading of this document, the masculine form has been retained.

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