2-year Fixed Term Contract (renewable)

12-hour shift

Work location: 600 West Camp Road

Overview:
We are seeking a dedicated Call Center Team Agent to handle service requests from airlines and customers through calls, emails, and our customer portal. The role involves working 12-hour rotating shifts to support our 24/7 contact center, providing technical, material, logistics, and diagnostic services in the aviation industry.

This is a 24-month contract with the potential for permanent employment based on performance.

Key Responsibilities:

Monitor and respond promptly to incoming calls, emails, customer portal submissions, and call-back requests.

Create, update, and manage service requests in the case management system with accuracy.

Evaluate and prioritize cases based on urgency and impact.

Dispatch service requests to appropriate specialists and notify internal stakeholders in a timely manner.

Coordinate with relevant teams for AOG (Aircraft on Ground) parts orders or tooling requests.

Identify, escalate, and resolve issues in collaboration with the contact center manager.

Follow up on outstanding cases to ensure closure within established service levels.

Multitask effectively, managing live calls while updating case information.

Perform additional duties as assigned by the manager or team lead.

Skills and Qualifications:

Diploma or ITE graduate.

Strong verbal and written communication skills.

Ability to work 12-hour rotating shifts.

Self-motivated, proactive, and a team player.

Proficient in Microsoft Office applications.

Familiarity with call center software; knowledge of programming languages is a plus.

Prior experience in a call center or customer support environment is highly desirable.

What We Offer:

Exposure to the commercial aerospace industry.

Dynamic, fast-paced 24/7 contact center environment.

Opportunity for permanent placement upon successful contract completion.