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.