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Support Services Coordinator At Sunwing Travel Group

Location: Toronto, Ontario

Job Description

OVERALL OBJECTIVE:
The Supports Services Coordinator provides support to the SellOffVacations branches and head office by assisting with internal client inquiries, managing correspondence and coordinating company initiatives. This position is based in Toronto, ON and reports to the Supports Services Manager.
RESPONSIBILITIES:
  • Attend to internal clients queries, complaints, and concerns in an efficient manner.
  • Manage correspondence professionally, efficiently and with good communication skills.
  • Monitor and share Call Metrics/KPI’s daily to ensure adherence to Company Core Service standards.
  • Fulfillment and reconciliation of online promotions.
  • Reconciliation of employee incentives.
  • Work with accounting to trouble shoot invoicing issues
  • Identify, develop and implement operational process improvements to reduce administration and redundancy within retail shops to prevent agent errors
  • Analyze reports/issues and identify training opportunities.
  • Listen and Distribute Call Recordings as necessary.
  • Coordinate customer online survey’s, track, analyze and provide weekly updates.
  • Support Avaya training, employee set ups, call recording updates and software upgrades.
  • Review Workforce Optimizer proposed forecasting data and provide recommendations to CC and Director of Sales. (approve staff schedule based on call trending, seasonal variations, and other factors including holidays and promotions)
  • Assist with the development of the Smarter U Training Tool.
  • Promote a positive team attitude behaviour, teamwork and professional development internally and externally.
  • Perform other duties as assigned
QUALIFICATIONS:
  • Minimum 2 years Travel industry experience.
  • Strong computer skills including Microsoft Office, Amadeus, Travelworks knowledge an asset.
  • Strong written and oral communication skills.
  • Must be flexible to work rotating shifts (if required).
  • Able to work independently as well as part of a team.
  • Ability to work in a fast-paced, hectic environment.
  • Detail oriented, highly organized with a focus on providing high quality customer service.

ENVIRONMENT AND SCOPE:
  • Deadline oriented work environment
  • Open-concept office with work stations
  • Fast paced, dynamic, highly productive department

If you are interested in applying for this position please submit your application by November 23, 2018. We thank all that apply however only those who meet the qualifications will be contacted.

At SellOffVacations.com, our employees are the difference. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

Sunwing may provide reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities who take part in all aspects of the recruitment and selection process.