Customer Relations Specialist

The customer experience is at the heart of the Transat vision. With his or her expertise in complaint management and his or her analytical skills, the Customer Relations Specialist will be responsible of responding in writing or verbally to clients, documenting files and submitting settlement proposals. He or she will maintain strong relations with multiples stakeholders, conduct investigations based on a thorough analysis of the complaints and demonstrate active listening and empathy.


  • Opens all customers claims received by telephone or in writing and manage all correspondence being connected to the claims;
  • Send copies of customers claims to the various suppliers and departments concerned to obtain their version of the events;
  • Answer any written or verbal request, before, during or after customer’s trip, in accordance with specified deadlines established and in respect of the industry regulations and the policies and the procedures of the company;
  • Analyze customer claims and investigate incident circumstances;
  • Submit settlement proposals and negotiate settlements.


  • Minimum of 3 years of experience in complaint management and customer service;
  • Bilingual (written and spoken); 
  • Good analytical skills and empathy;
  • Able to work under pressure;
  • Organization and time management skills;
  • Detail oriented;
  • Good writing skills;
  • Knowledge of travel industry, an asset;

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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