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Bilingual Air Reservation Agent, Call Center

Position: Bilingual Air Reservation Agent, Call Center
Department: Air Employment
Status: Full-time
Reports To: Sr. Director Air Call Center & Operations
Location: Canada-Remote
Salary Range: $ 41.000 - $ 43.000
Role Type: Replacement Hiring Status: Current hiring 

Your Career Opportunity

We are seeking a customer-focused and detail-oriented Bilingual Air Reservation Agent to join our dynamic team. In this role, you will assist customers with booking flights, modifying reservations, and providing travel-related information in both English and French. Your goal is to ensure a seamless and pleasant travel experience for our clients.

How You Will Be Spending Your Time

• Handle inbound and outbound calls, emails, and chat inquiries related to air travel reservations.
• Assist customers with flight bookings, changes, cancellations, and special requests.
• Provide accurate fare quotes, travel policies, and itinerary details.
• Resolve customer issues with professionalism and empathy. • Maintain up-to-date knowledge of airline policies, promotions, and travel regulations.
• Use reservation systems (e.g., Sabre, Amadeus, Galileo) to manage bookings.
• Communicate effectively in both English and French to support a diverse customer base.
• Meet performance metrics including call quality, booking accuracy, and customer satisfaction.

Specialized Knowledge, Skills, Attributes Required You Need to be Successful

• Knowledgeable in airline terminology, codes, fare basis, airline rules and tariffs, airline passes, resource guides, books, and industry contacts
• Exceptional communication skills: verbal, written, presentation and consultative skills
• Experience working on a virtual team
• Strong domestic, trans border and international travel knowledge required
• The ability to work under pressure and effectively multi-task while maintaining professional rapport with customers is essential
• Necessary decisive and successful problem-solving skills
• Detail-oriented and high-level of accuracy
• Sabre experience required, AMADEUS an asset
• Bilingual: English and French fluency.

Working Conditions

• Call Centre environment - Remote
• 37.5 hours per week
• Rotating shift schedule (including days, evenings, and weekends)
• Call Centre hours of operation:

  •  Monday to Friday: 9:00 a.m. – 8:00 p.m.
  •  Saturday-Sunday: 10:00 a.m. – 4:00 p.m.

Crew Advantages

• Competitive salary
• 2 weeks’ vacation
• Medical and dental benefits
• 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
• Employer RRSP contribution program
• Awesome travel benefits for you, your friends and family
• Employee Assistance Program for you and your family members

Who We Are

HIS Canada Travel Inc., a division of the H.I.S. Group, is one of Canada’s largest travel companies. Incorporated in 2004, HIS Canada Travel Inc. owns and operates multiple wholesale and retail travel brands. The retail division, including redtag.ca, itravel2000.com, Sunquest, The Travel Experts, Merit Travel, Flights.ca and Cruises.ca offer diverse products to travelers including destination packages, flights and hotels worldwide, excursions and more. The wholesale travel business, TravelBrands, provides a full range of travel products including air, hotel, car rental, cruise and specialty to travel agents and retail agencies throughout Canada. HIS Canada Travel Inc. is a comprehensive one-stop shop for agents and travelers alike. 

Are You Ready to Be part of the team?

If you’re interested in this opportunity, please submit your cover letter and resume to careers@travelbrands.com.  

We thank all applicants for their interest; only those selected for further consideration will be contacted.

HIS Canada Travel Inc. values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), HIS Canada Travel Inc. will provide accommodation, accessible formats, and communication support for the interview upon request and we will work with you to meet your accessibility needs.