Bilingual Airline Reservation Agent $19.00/hr

Before you continue reading this job description, you should know that there are two non-negotiables to be considered for this position – you need to be fluently bilingual in both French and English because this role requires you to communicate effectively in both languages through phone and email. If you are a beginner/intermediate in French, or do not speak it at all, then check out our other jobs that require English only. If you’re bilingual in French and English, then keep on reading!

Professional. Proactive. Patient. If that – plus a sense of adventure and a bit of wanderlust describes you – you might be exactly who we’re looking for.

As an Airline Reservation Agent, you’ll be providing support and assistance for passengers of a premier air carrier serving Northern Canada; booking new and rescheduling existing flights, acting as an ambassador for our client. Passengers range from seasoned business travelers to those using air travel for the first time, so you’ve got to be adaptable and sensitive to a broad range of customers.

To be happy in this job you need to truly enjoy resolving problems with compassion and warmth - you’re probably a natural helper and want to go the extra step to find the right solution for your customer. If you’d prefer more of a transactional service job, this one isn’t for you. You are an effective listener and can pick up on a sense of urgency or concern – even if the cues are very subtle. To top it off: you work well in busy environments and stay cool and collected under pressure while supporting upset customers who’s travel plans are disrupted.

Here’s The Deal:

• This is a full time, permanent position starting May 13, 2025.
• Bilingual Hourly rate of pay is $19.00.
• You must be fluent in both French and English. You need to be able to communicate effectively on the phone and in writing in both languages.
• Full-time training is from May 13 to May 30, Monday to Friday from 10:00am to 6:00pm Atlantic time in a fully online classroom.
• This position involves a rotational schedule of 30 to 45 hours per week, including regular evening and weekends. Our program operates 7:30am to 1:00am Monday to Friday, 8:00am to 11:00pm Saturday and Sunday. To be considered for this role, you must have open working availability within these hours. If you’re looking for a Monday-Friday, 9-5 type job, this will not be the right fit for you.
• We recognize that everyone works differently and can support you no matter your preference. If you prefer to work on-site in our Halifax office, that works for us. If you prefer to work from home, we will provide all the equipment you need. You’ll need to have hard-wired internet with upload/ download speeds that meet our testing minimums, a desk and chair.
• NOC code 64409

What We Offer:

• Health, Dental, and Vision Benefits at 30 days, as well as access to a dedicated virtual health program.
• Life Insurance
• Group RSP with matching contribution option.
• Free Employee & Family Assistance Program for legal, financial, and health support.
• Beautiful office space with loads of natural light, multiple break rooms, internet, and TVs.
• Free access to Canadian Centre for Diversity and Inclusion (CCDI) resources and educational materials

What You’ll Do:

• Help a wide range of customers to plan and book or reschedule reservations for both scheduled and chartered flights over the phone in French and English.
• Create a positive connection with each customer you talk to. You’ll be an ambassador, not just for our client, but for our client’s brand in each interaction.
• Provide friendly, helpful service while navigating Airline policies and procedures to find appropriate solutions for your customers.
• Take ownership of each inquiry you handle. One-touch resolution is the goal.
• Follow risk and compliance processes and client policies.

What You’ll Likely Have:

• Demonstrated effective communication skills. You’ll need to be clear, empathetic, and helpful even if your customer is upset or frustrated with an emphasis on active listening.
• Well-developed customer service skills with the ability to quickly establish a positive connection and manage expectations.
• Willingness to think outside of the box and find creative solutions proactively.
• A committed work ethic and reliability with a consistently positive attitude. You’re someone who wants the team to succeed.
• The ability to navigate multiple software platforms and websites concurrently. You don’t need to be a tech genius. You do need to be comfortable working quickly and accurately in a fully digital environment.
• Previous airline, hospitality and/or contact center experience is considered an asset.

Our intention is to be an actively anti-racist organization providing a work environment that creates a sense of belonging for all people. If that doesn’t align with who you are, we encourage you to look elsewhere for work.