Airline Support Specialist- Bilingual French/english

The Airline Support Specialist is the client and vendor main point of contact for API’s Operations Center. In this role, the Airline Support Specialist processes hotel and ground transportation reservations, cultivates successful relationships with our airline partner, and maintains a strong focus on providing professional, courteous and friendly service to our valued customers.

**Essential Functions**: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Airline Support Specialist provides a total customer service experience, including and not limited to the following:

- Provides support, guidance and training working with the airline partner.
- Processes client requests received from the airline through the API Operations system. Assesses customer needs and responds in a prompt, well-informed, accurate and professional manner.
- Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alerts supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
- Adapts to the situation at hand e.g. Irregular Operations (IROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules.
- Maintains knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.
- Must achieve passing score in initial API Operations Agent Training and maintain through annual recurring training classes. Passing scores are required to certify training completion.

**Competencies**
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
- ** Fluent in French and English required. Will be tested in interview process.**:

- Knowledge of airline crew scheduling experience a plus.
- Excellent Interpersonal communication skills.
- Client focused communication skills required.
- Excellent writing skills.
- Excellent computer skills.
- Ability to work effectively in a fast paced, dynamic work environment.
- Strong prioritization skills.
- Detail oriented with great organizational skills.
- Must demonstrate flexibility to work varying work schedule including weekends and holidays.
- Fluency in English and French a strong plus.

**Position Type and Expected Hours of Work**
This is a full-time shift. Flexible schedule availability, including weekends and holidays is required. Shifts could include late evenings or early mornings.

**Good Faith Compensation**
The hourly rate for this position is 17.00 EUR per hour.

**Required Experience**
- Ability to positively present API in customer facing situations.
- Customer service background is a plus.
- Airline/Hotel/Travel experience is a plus.

**Who We Are**

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you

**Other Duties**

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

**Work Environment**

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

**AAP/EEO Statement**

Accommodations Plus International is an Equal Opportunity E