Bilingual Air Reservation Agent

Department: Air | Employment Status: Full-time | Location: Canada-Remote

About the role

We are seeking a customer-focused and detail-oriented Bilingual Air Reservation Agent to join our dynamic team. In this role, you will assist customers with booking flights, modifying reservations, and providing travel-related information in both English and French. Your goal is to ensure a seamless and pleasant travel experience for our clients.

Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries related to air travel reservations.
• Assist customers with flight bookings, changes, cancellations, and special requests.
• Provide accurate fare quotes, travel policies, and itinerary details.
• Resolve customer issues with professionalism and empathy.
• Maintain up-to-date knowledge of airline policies, promotions, and travel regulations.
• Use reservation systems (e.g., Sabre, Amadeus, Galileo) to manage bookings.
• Communicate effectively in both English and French to support a diverse customer base.
• Meet performance metrics including call quality, booking accuracy, and customer satisfaction.

Requirements

• Knowledgeable in airline terminology, codes, fare basis, airline rules and tariffs, airline passes, resource guides, books, and industry contacts.
• Exceptional communication skills: verbal, written, presentation, and consultative.
• Experience working on a virtual team.
• Strong domestic, transborder, and international travel knowledge.
• Ability to work under pressure and effectively multi-task while maintaining professional rapport with customers.
• Decisive and successful problem-solving skills.
• Detail-oriented with a high level of accuracy.
• Sabre experience required; Amadeus is an asset.
• Bilingual: English and French fluency.

Schedule

• 37.5 hours per week.
• Rotating shift schedule (including days, evenings, and weekends).
• Call Centre hours of operation: Monday to Friday: 9:00 a.m. – 8:00 p.m., Saturday-Sunday: 10:00 a.m. – 4:00 p.m.

Pay

Salary Range: $41,000 - $43,000

Benefits

• 2 weeks’ vacation.
• Medical and dental benefits.
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day.
• Employer RRSP contribution program.
• Travel benefits for you, your friends, and family.
• Employee Assistance Program for you and your family members.