Customer Sales and Service Agent - Call Centre

Location: Saint John, NB, Canada
Starting Salary: $19.88/hour – Up to $38.15 after 8 years of continuous service as outlined in the applicable Collective Agreement
Branch: Customer Support & Care (CS&C) – Contact Centres
Category: Unionized (UNIFOR)
Job type: Full-time

Shift premium: 5% of the employee's hourly rate for each hour worked between 23:00 and 05:00

The opportunity

As one of the first points of contact for our customers, you'll help create positive travel experiences by assisting with trip planning, resolving travel-related issues, and providing exceptional customer service.

This role is ideal for individuals who enjoy helping people, learning new systems, and working in a fast-paced, performance-driven environment.

With competitive pay progression, flexible scheduling, comprehensive benefits, and travel privileges, Air Canada offers an opportunity to build a rewarding career with a company invested in your future.

What your day-to-day looks like:

As a Customer Sales and Service Agent, you will provide exceptional customer service by answering every call and chat promptly, courteously, and professionally. You will:

• Become a trusted resource for information on flights, fares, destinations, and special offers
• Use Air Canada's reservation systems to create new bookings and modify existing reservations
• Identify customer needs and deliver timely, effective solutions
• Manage complex travel situations, identify solutions, and confidently guide customers through changing travel plans
• Help customers navigate travel requirements and options with confidence
• Create positive experiences through professional and empathetic service

Learn more about the role by watching our Customer Sales and Service Agent career video.
Customer Sales and Service Agent career video

Who succeeds here?

We're looking for individuals who thrive in a fast-paced environment, stay calm under pressure, and are committed to delivering exceptional customer service. Successful candidates are adaptable, reliable, and resourceful problem-solvers who balance customer needs with operational priorities while demonstrating professionalism, empathy, and teamwork in every interaction.

To be successful in this role, you will have:

• A high school diploma or equivalent
• The ability to attend and successfully complete our approximately 12-week full-time paid training program
• Flexibility to work a variety of shifts in a 24/7 environment, including evenings, weekends, and holidays
• Strong verbal and written communication skills, with the ability to build rapport and create positive customer interactions
• Excellent listening and problem-solving abilities
• Confidence navigating multiple complex systems while speaking with customers
• The ability to adapt quickly in a dynamic environment where priorities can change throughout the day
• Demonstrated punctuality and dependability to support overall team success in a fast-paced environment. A demonstrated commitment to teamwork and collaboration
• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position

Your Benefits

As one of the leading employers in Canada, we like to ensure our employees are well rewarded with a range of benefits including:

• Air Canada staff love to travel and we have one of the most generous employee travel programs in the industry. You will be eligible for travel privileges for yourself and other eligible persons once you’ve completed twenty-eight (28) weeks of service.
• We value your wellbeing which is why we offer a wide variety of benefit plans, including health and dental, for you and your family
• Training and development tools to help unlock your full potential.

Linguistic requirements

Candidate must speak English and French fluently. Moreover, strong consideration will also be given to candidates fluent in English and one or more of the preferred languages: Spanish, Korean, Japanese, Cantonese, or Mandarin.

Assets that will help you stand out

• Customer service experience in a contact centre, hospitality, retail, tourism, or service-oriented environment
• Experience handling customer inquiries while balancing multiple priorities
• Travel industry, airline, reservations, or sales experience
• Proficiency using computer applications and web-based systems
• Experience working in a performance-driven environment where customer satisfaction is a key measure of success

Let your career take flight

This is more than a customer service role—it's an opportunity to build a long-term career with one of Canada's most recognized employers.

Whether you're starting your professional journey, returning to the workforce, or looking for a new challenge, you'll join a team that values growth, development, and service excellence while connecting people and communities around the world. Join Air Canada and discover where your career can take you.

Diversity and inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible, and rewarding work environment that values employees' unique contributions to our company's success. As an equal opportunity employer, we welcome applications from all backgrounds to help us build a workforce that reflects the diversity of our customers and the communities we serve.

Air Canada thanks all applicants for their interest; however, only those selected for an interview will be contacted.