Becoming a member of Air Canada is to become a part of an iconic Canadian symbol, which was recently recognized as the finest airline in North America. Join our dynamic and diverse team at the forefront of passenger aviation and let your career soar.
The Customer Service Training team is seeking instructors who are proactive, motivated, and dynamic. These instructors should possess exceptional leadership, organizational, and communication skills in order to develop and execute high-quality training programs.
The Learning Specialist in this position will provide training, mentoring, and facilitation to front-line employees and managers in the Corporate Customer Service Training Branch.. Ensure that the necessary levels of compliance and customer service are met and maintained by providing initial, regulatory, recurrent, and soft skills training. The position necessitates travel.
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Responsabilities:
- As needed, offer classroom instruction and facilitation in the areas of customer service excellence, initial, regulatory, soft skills, and customer service.
- As needed, offer operational support and guidance to frontline employees.
- Assess the performance of trainees and offer them prompt feedback and guidance.
- Prepare reports on training activities as necessary.
- Provide assistance with training events, training activities, and other training-related activities that are scheduled.
- Completion of existing training and communication materials, including pre- and post-training documentation.
- Consult with the Training Delivery Managers and other members of the Customer Service Training team.
- As needed, provide operational support to the Airport branch (Safety / Regulatory Compliance), CS Safety, and Customer Service Training.
- Assist in the preservation of training records.
- Engage in seminars, meetings, and other activities as necessary.
- As directed by the Corporate Customer Service Training or the Customer Service Training Delivery Manager, adhere to any training initiatives.
Qualifications
- High school diploma
- Understanding of mature learning methodologies
- A self-starter with exceptional time management abilities is required.
- A strong commitment to safety
- Proficient in both written and spoken communication
- Strong interpersonal abilities
- Expertise in the Airport Process for Customer Service
- Attendance, punctuality, and performance records must be exceptional.
- Proficient in SharePoint, Teams, Word, Excel, and PowerPoint, as well as MS Windows.
- Ability to travel is required.
- Exceptional facilitation and instructional abilities.
- Extremely adaptable and adaptable
- Capacity to prioritize multiple projects, work under duress, and meet deadlines
- Effective conflict resolution and leadership abilities
- Team participant who is both enthusiastic and motivated
- Capacity to operate autonomously with minimal supervision
- The capacity to operate on a 24/7 basis, with the flexibility to work both AM and PM shifts
- It is mandatory to be bilingual in French and English.
Conditions of Employment:
- At the time of any employment offer, candidates must be eligible to work in the country of interest. The sole responsibility of the candidates applying for this position is to obtain any necessary work permits, visas, or other authorizations.
Linguistic Requirements
Bilingual (English and French)
Benefits:
- Compensation that is Competitive: The annual salary for these positions typically ranges from CAD 50,000 to CAD 80,000, contingent upon the organization and the candidate’s prior experience.
- High Demand: The consistent demand for specialists in a variety of industries, such as retail, technology, and hospitality, is guaranteed by the emphasis on enhancing customer service.
- Stable Employment: These positions provide long-term job stability as businesses prioritize customer experience.
- Enhancement of Skills: Acquire proficiency in customer service strategies, communication, and training methodologies.
- Leadership Development: Possibility to refine leadership and guidance abilities, which may result in managerial or executive positions.
- Prospects for Professional Development: Transition into positions such as HR Specialist, Customer Experience Manager, or Training Manager to advance to a leadership position.
- Industry Versatility: Skills are applicable to a variety of industries, such as finance, technology, and healthcare.
- Remote and Hybrid Working Models: Numerous organizations provide the flexibility of remote or hybrid working models.
- Travel Opportunities: Certain positions necessitate traveling to various branches or locations for training sessions.
- Impactful Position: Directly contribute to the enhancement of customer service teams and overall customer satisfaction.
- Empowering Others: Contribute significantly to the development of employees’ confidence and abilities.
- Professional Relationships: Develop your professional network by collaborating with team members, executives, and managers.
- Industry Exposure: Acquire a comprehensive understanding of the latest trends and innovations in customer service across a variety of sectors.
- Diverse Teams: Collaborate with individuals from a variety of professional and cultural backgrounds to promote inclusivity.
- Global Perspective: Acquire knowledge of international customer service practices by working for multinational corporations.
- Enhancing Performance: Assist teams in attaining higher customer satisfaction scores and enhanced service delivery.
- Fostering Growth: Contribute significantly to the retention of consumers and the improvement of brand loyalty.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
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Frequently Asked Questions:
What is a customer service learning specialist?
A customer service learning specialist is accountable for the development, execution, and assessment of training programs that enhance the capabilities and efficiency of customer service teams. By ensuring adequate motivation and training for teams, they aim to enhance user experiences.
Is the Customer Service Learning Specialist role suitable for newcomers to Canada?
Certainly, this position is available to qualified immigrants who have relevant experience in training or customer service. Certifications in customer service or training can enhance employability, and proficient communication skills in English or French are indispensable.
What is the average salary for a customer service learning specialist role in Canada?
Annually, the average salary for a customer service learning specialist in Canada varies between CAD 50,000 and CAD 80,000, contingent upon location, qualifications, and work experience. In large organizations, senior roles or positions may provide higher compensation.
