Specialist, Customer Relations (12-Month Contract)

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.