Customer Relations Resolutions Agent (6 Month Contract)

Customer Relations Resolutions Agent (6 Month Contract) 27 Fasken Dr, Etobicoke, ON M9W 1K6, Canada Req #270 March 5, 2025

About Us:

Sunwing Vacations Group is home to North America’s largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group’s own travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose “passionate people making vacation dreams come true”.

The Opportunity:

Under Sunwing Vacations, we are looking for a Customer Relations Resolution Agent to join us in making vacation dreams come true. As the Customer Relations Resolutions Agent, you will be responsible for researching and responding to customer complaints by providing a satisfying resolution response to the customer while protecting the interests of the business. Reporting to the Customer Relations Resolution Supervisor, you will analyze and investigate claims received. This role will be located in Toronto, ON.

What You’ll Do:

1. Analyze and investigate all claims received pertaining to service/product concerns with suppliers.
2. Communicate externally with contracted suppliers for compensation direction on claims received; frequently following up for responses in order to meet customer expectations.
3. Investigate claims internally (when required) with applicable departments.
4. Process compensation granted by suppliers (supplier deductions).
5. Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
6. Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.
7. Maintain current and accurate records of investigative results.
8. Timely and consistent communications with customers with open cases.
9. Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically, or written.
10. Ensure complaints receive frequent communications with status updates.
11. Maintain accurate and prompt electronic records of all complaint management touchpoints.
12. Solid understanding of company policies and procedures.
13. Other duties as assigned.

What You’ll Need:

1. Genuine empathy for the customer journey with a focus on customer experience.
2. Self-motivated with effective time management skills, able to manage a varied workload.
3. Exceptional written, electronic, and oral communication skills.
4. Highly organized and efficient.
5. Skillful at analyzing written and/or verbal communications to determine the ‘meaning behind the words’ perceptive.
6. Able to be persistent, tenacious, and diplomatic in investigative approach.
7. Be a relationship builder.
8. Strong computer skills including Word, Excel, and Outlook.
9. Minimum 1-2 years of Customer Service experience.
10. Experience in a travel-related or hospitality environment is an asset.
11. Excellent written and verbal communication in English.

What We Offer:

1. Hybrid (2 days in office per week)
2. Great travel perks!
3. Goodlife Corporate Discount
4. Comprehensive benefits package
5. RRSP Matching Program
6. Growth opportunities
7. Free Parking
8. Open concept, collaborative workspace
9. Fresh Café with delicious snacks and meals at a subsidized price!
10. Opportunity to give back through our social responsibility initiatives

We thank all who apply however only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma-informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email [emailprotected]

Other details:

• Job Family: GROUPS & WEDDINGS
• Pay Type: Salary
• Employment Indicator: Coordinator

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