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). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.
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, chat 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.
- Answer Collectors’ questions via chat, phone, and social media.
- 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 (Your internet provider can confirm)
- Providers in your area must have a hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial up, Wireless, or Satellite internet service cannot be used)
- 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 and demonstrating the ability to receive, provide and implement coaching feedback and have a “can do” attitude.
- 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 where you work remotely with coworkers and leaders from the comfort of your home.
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.
The current Customer Care Operating hours are as follows (subject to change):
- Voice / Chat - English: Monday - Friday 8 am to 10 pm and Saturday 9 am to 6 pm.
- Voice / Chat - French: Monday - Friday 8 am to 7 pm and Saturday 9 am to 6 pm.
- Social Media Monday - Saturday 8 am to 10 pm. Eastern Standard Time
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Note: Upon completion of Ambassador, Customer Care training, which includes Customer Service training, Travel Sales training, and an opportunity to apply your new knowledge and skills, you will progress into the role of Senior Coordinator, Reservation Change.
