Specialist, Customer Relations (12-Month Contract)

WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!

If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

JOB TITLE : Specialist, Customer Relations

POSITION STATUS : Temporary (12 months)

DEPARTMENT : Customer Relations

LOCATION : Montreal

The Specialist, Customer Relations supports the resolution of complex, high-risk, and sensitive post-travel customer complaints, coordinating regulatory and litigation-related files, and contributing to the development of Customer Relations policies, procedures, and best practices.

WHAT YOU'LL BE DOING

• Manage complex, high-risk, and sensitive post-travel complaints and claims, ensuring timely and consistent handling.
• Conduct and support investigations by gathering, validating, and analyzing information from internal teams, suppliers, customers, and other stakeholders.
• Negotiate fair, customer-focused, and cost-effective resolutions, including settlement discussions and supplier recoveries.
• Handle escalated matters, including regulatory complaints, accessibility concerns, privacy-related issues, demand letters, and pre-litigation files.
• Support litigation-related activities through case preparation, evidence review, documentation, settlement negotiations, and preparation of closing documents.
• Provide subject-matter expertise and guidance on complex complaints, regulatory matters, and claims handling practices.
• Respond to sensitive customer complaints and inquiries with professionalism, accuracy, empathy, and sound judgment.
• Coordinate with internal departments and external suppliers to investigate issues, resolve service failures, and address operational gaps.
• Develop, maintain, and update Customer Relations policies, procedures, templates, and training materials related to complex case management.
• Track, analyze, and report on complaint trends and recurring issues, and recommend corrective actions.
• Contribute to process improvement initiatives, tools, and technologies that enhance operational efficiency and the customer experience.
• Maintain accurate documentation and records to ensure proper follow-up, traceability, and compliance with company policies and regulatory requirements.
• Perform other related duties as assigned.

LIAISON

• Coordinate and consult with the Customer Relations Supervisor to share escalation insights, and to support continuous improvement across both functions.
• Build and maintain strong working relationships with travel agents, suppliers, hoteliers, internal teams, and legal partners.
• Work closely with Operations, Destination Services, Reservations, Product and Sales to resolve issues and improve customer experience.
• Communicate effectively across departments and escalate critical or recurring issues to management in a timely manner.

FINANCIAL

• Ensure customer compensation decisions align with corporate policies, legal obligations, and financial parameters.
• Exercise sound judgment in balancing customer service, company obligations, and financial impact.
• Support management in handling major complaints, escalations, and legal matters.
• Negotiate settlements with customers when required.
• May perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism, Management, or a related field.
• Minimum of five (5) years’ experience in customer relations or customer service within the travel or hospitality industry.
• Experience managing legal escalations, regulatory complaints, or demand letters in a customer‑facing environment.
• Bilingual in French and English (written and spoken).
• Strong organizational skills, sound judgment, and ability to work under pressure.
• Proven decision‑making ability with a solid understanding of financial impacts.
• Strong interpersonal, communication, and relationship‑building skills.
• Working knowledge of Microsoft Office (Excel, PowerPoint, Word).
• Understanding of airline, hotel, and supplier contract agreements.
• Strong knowledge of company products.

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.  

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.