Bilingual Ambassador - Customer Care

The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly owned subsidiary of the Bank of Montreal (BMO).

We are looking for people who share our passion for helping people, who are curious and will dare to try new things, people who want to be part of a team, who communicate authentically, and who want to give back to the community. Helping our Collectors resolve issues and maximize their earning potential in the Program while driving engagement while providing exemplary customer service.

Responsibilities:

• Help Collectors set new PINs, teach them how to navigate the website, assist with their concerns and sometimes just listen.
• Provide outstanding Customer Service.
• Interact with Collectors over the phone, or email and assist them with their needs. Offer support while connecting and engaging.
• Service incoming inquiries related to travel products, inquiries and reservations.
• Handle escalations and offer feedback while providing positive insights to our program.
• Listen, ask questions and empathize with Collectors.
• Be knowledgeable about the AIR MILES Reward Miles’ merchandise and travel portfolio’s such as entertainment, sports, leisure, and retail certificates, along with flights, cars, hotels, travel insurance and other travel services.
• Drive value for Collectors through insights and what you know about them to engage them further in the Program

Qualifications:

• Must have access to high speed internet with a minimum download speed 20 Mbps and a minimum upload speed 3 MbpsPing less than 100 ms.
• Fluent written and spoken in both French and English.
• Previous work experience and/or education in the travel industry (preferred), along with experience interacting with customers in a various channels in a call center or customer service environment.
• Previous sales experience is an asset.
• Genuinely care about solving problems and providing exceptional Customer Service.
• Ability to listen, understand, engage and respond appropriately and professionally.
• Dependable, reliable, act with integrity and exercise discretion and good judgment.
• Self-starter who takes initiative to learn new skills, solve problems, be resourceful and be adaptable to change.
• Willingness to be active participant in our coaching culture demonstrating the ability to receive, provide and implement coaching feedback.
• Computer and web-savvy with the ability to navigate multiple software applications.
• Experience working in a Travel GDS system is an asset (Sabre preferred).
• Tico certification is an asset.
• Ability to work independently in a virtual environment.

Note: You must have flexibility to work throughout the hours of operation. Your shifts are subject to change and selected based on tenure and channel.

Operating Hours:

• English: Monday - Friday 8 am to 10 pm and Saturday 9 am to 6 pm.
• French: Monday - Friday 8 am to 7 pm and Saturday 9 am to 6 pm.

Salary: $33,850.00 - $44,000.00

Pay Type: Salaried