Agent Social Media and chat

The holder of this position will have as main mandate to assist Transat and Air Transat customers over social media and live cha

Responsibilities

  • Act as an ambassador for Transat / Air Transat on various social media channels as well as on live chat
  • Assist customers in a creative and proactive manner to ensure a high quality and efficient customer service;
  •  Make first responses from other departments (Customer Relations, Marketing and Central Baggage) outside of their opening hours and document interactions to facilitate follow-ups.
  • Identify issues, opportunities and potential crises in conversations and user generated content about Transat and Air Transat and escalate accordingly;
  • Monitor conversations and User-Generated Content (UGC) about Transat, Air Transat and the competition to identify brand advocators and influencers and maintain an online relationship with them.

Requirements

  • Bilinguism (oral and written) is essential, with exceptional writing abilities;
  • Sense of customer service, resourcefulness, proactivity and empathy;
  • Very good judgement;
  • Two (2) year experience in selling South, Europe, Circuits and/or Cruise products;
  • Knowledge of Radixx, TTS, Salesforce and corporate policies;
  • Excellent knowledge of the most popular platforms such as Facebook, Instagram, Twitter and iMessage;
  • Capacity to work under pressure;
  • Pass an aptitude test (approximately 45 minutes);
  • Able to work on rotation (day/evening) and on weekends and holidays;
  • Excellent knowledge of the travel industry;
  • OPC and TICO certification.
#LI-Hybrid
#LI-MY1

Job Details

Montreal and/or Telework
Permanent, full time
Call Centre and Customer Relations
Head office
Transat Tours Canada
TTC-22-204
2022-08-26

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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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