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Customer Experience Supervisor

No. 421
November 29, 2022
Location
Dorval
Salary
$26.50 per hour
Job category
Customer service
Type of job
Permanent
Schedule
Day and evening shifts, 37.5 hours per week, 4 days per week, operating between 4 a.m. and 11 p.m.
Leader at heart and experienced motivator, we have 4 Supervisor positions to offer you!! With approximately 20.3 million passengers in 2019, the Montreal Airport is a real hub for our province. If you care about the satisfaction of thousands of travelers and the outreach of our hospitable province, we have a passionate team waiting to meet you!

Tasks

  • Welcome, direct and inform YUL passengers.
  • Manage a team of 10+ ambassadors.
  • Organize daily operations.
  • Ensure the quality and excellence of service provided.
  • Continuously train and coach ambassadors to improve the customer experience.
  • Support ambassadors in resolving situations with passengers.
  • Approve schedule changes.
  • Prepare and assist management in weekly meetings.
  • Conduct performance reviews of ambassadors.
  • Maintain constant verbal and written communication with the entire team and with management.
  • Perform various administrative tasks (follow up on absences, shift reports and employee files, update procedures, time sheets, etc.).
  • Replace ambassadors as needed.
  • Check Covid forms/ questionnaires for each ambassador on a baily basis.
  • Make adjustments to the schedule when requested by the client.
  • Participate in project development.
  • Answer the team leader’s phone.
  • Perform any other related tasks.
  • If you are ready to take on new challenges, we would like to meet you!

Advantages

  • After 3 months of service with the company, an allowance is provided for the purchase of a uniform.
  • Red blazer provided.
  • Parking provided for work purposes.
  • Accessible by public transport from Montreal with the 747 shuttle available 24/7.
  • Group insurance after 3 months for positions of 4 days a week and more.
  • 3 days off per week.

Job requirements

  • At least 2 years of experience in team management (performance, motivation, coaching, logistics, work organization, etc.).
  • Excellent interpersonal communication skills.
  • Experience in personnel management (managing a work-related injury, absences and delays, disciplinary files and employee performance).
  • Be available to work day and evening shifts between Sunday and Saturday.
  • Perfectly bilingual (French and English), a third language is a strong asset.

Desired profile

  • Demonstrate leadership and be able to motivate your team.
  • Be a team player who builds on the strengths of the team.
  • Be empathetic, welcoming and smiling.
  • Have a positive attitude to resolve situations.
  • Maintain a neat professional appearance.
  • Be proactive in terms of customer service and teamwork.

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