Customer Relations Resolution Agent

July 26 2022
Industries Tourism, Passengers transportation
Categories Aerospace, Aviation, Airport, Customer service, Customer Services (airport & call centre)
Toronto, ON


About Us:

Sunwing Travel Group is the largest vertically integrated travel group in North America and during this unprecedented time, we are continuing to search for top talent. We are looking for candidates who are EPIC (entrepreneurial, passionate, innovative, and customer-centric) to join our team and help deliver our purpose “passionate people making vacation dreams come true”.

Also, learn more about our Safe with Sunwing commitment and how Sunwing is keeping its employees and customers safe here:

The Opportunity!

You are a customer focused Post-Travel Resolution Agent, responsible for researching and responding to customer complaints by providing a satisfying resolution response to the customer while protecting the interested of the business. Reporting to the CR Resolution Supervisor, you will analyze and investigate claims received.

With a passion for maintaining the customer experience, you work to develop positive relationships with customers while resolving their claims in a timely manner. As a skilled Resolution Agent, you excel at investigating and responding to inquiries in a manner that will ensure customer satisfaction.

What You’ll Be a Part Of!

  • Remote and Hybrid Work Opportunities
  • Grow your career with challenging and rewarding work that makes a difference
  • Opportunity to give back through our social responsibility initiatives
  • Work with a fun, passionate, travel-loving team!
  • Great travel perks!
  • Free Parking
  • Open concept, collaborative workspace
  • See for yourself! @sunwinglife

What You’ll Do:

  • Analyze and investigate all claims received pertaining to service/product concerns with suppliers.
  • Communicate externally with contracted suppliers for compensation direction on claims received; frequently following-up for responses in order to meet customer expectations.
  • Investigate claims internally (when required) with applicable departments.
  • Process compensation granted by suppliers (supplier deductions).
  • Compile/keep track of repeated service and product concerns with our suppliers; escalating trends when appropriate.
  • Respond to written or telephone inquiries, updating travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.
  • Maintain current and accurate records of investigative results.
  • Timely and consistent communications with customers with open cases.
  • Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.
  • Ensure complaints receive frequent communications with status updates.
  • Maintain accurate and prompt electronic records of all complaint management touchpoints.
  • Solid understanding of company policies and procedures.
  • Other duties as assigned.

What You’ll Need:

  • Exceptional customer service focus and has genuine empathy for customers.
  • Self-motivated with effective time management skills, able to manage a varied workload.
  • Exceptional written, electronic and oral communication skills.
  • Highly organized and efficient.
  • Skillful at analysing written and/or verbal communications to determine the ‘meaning behind the words’ perceptive.
  • Able to be persistent, tenacious and diplomatic in investigative approach.
  • Be a relationship builder.
  • Strong computer skills including Word, Excel, and Outlook.
  • Minimum 1-2 years of Customer Service experience in a travel related or hospitality environment.
  • Excellent written and verbal in English

We thank all who apply however only those who meet the qualifications will be contacted.

At Sunwing, diversity is important to us, follow this link: to learn about how Diversity and Inclusion has always been, and continues to be, a top priority for us. We are proud that our workforce is made up of passionate people from all experiences and backgrounds. We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email

Apply now! network