Airline Support Specialist - Brampton, Canada

About the employer

Role overview

Responsibilities

• Serve as the onsite airline-partner liaison, providing support, guidance, and training.
• Process requests through the API Operations system; assess needs and provide prompt, accurate responses.
• Follow up on transactions, escalate critical matters, negotiate with vendors, and resolve client disagreements.
• Use phone, email, fax, and reservation systems, including ACES, Hotel Express, and IHRS.
• Adapt to irregular airline operations, schedule changes, extended shifts, and on-call needs.
• Learn call center methods and reservation systems; pass initial training and annual recurrent training.

Qualifications and competencies

• Strong interpersonal, writing, telephone, and computer skills; able to multitask, prioritize, and stay organized and detail-oriented.
• Able to work in a fast-paced environment and present the company positively in customer-facing situations.
• Flexible availability for morning, evening, overnight, weekend, and holiday shifts; overtime may be needed.
• Airline crew scheduling knowledge is a strong plus; prior GDS, hotel or airline reservation, or related experience is preferred but not required.
• Customer service and airline, hotel, or travel experience are advantageous; French or Spanish is a plus.

Schedule and employment

• This is a full-time position with a flexible schedule based on business needs.
• Irregular operations may require extended hours and on-call work outside regular working hours.

Compensation

• The stated good-faith compensation rate is CAD $25.00 per hour.

Work environment

• The role is based onsite at the airline partner's office in a professional office environment.
• The work routinely uses computers, phones, photocopiers, filing cabinets, and fax machines.
• Physical demands include regularly talking or hearing, and frequently standing, walking, handling objects, and reaching.