JOB TITLE : Specialist, Customer Relations

POSITION STATUS : Temporary (12 months)

DEPARTMENT : Customer Relations

LOCATION : Montreal

The Specialist, Customer Relations supports the resolution of complex, high-risk, and sensitive post-travel customer complaints, coordinating regulatory and litigation-related files, and contributing to the development of Customer Relations policies, procedures, and best practices.

WHAT YOU'LL BE DOING

- Manage complex, high-risk, and sensitive post-travel complaints and claims, ensuring timely and consistent handling.
- Conduct and support investigations by gathering, validating, and analyzing information from internal teams, suppliers, customers, and other stakeholders.
- Negotiate fair, customer-focused, and cost-effective resolutions, including settlement discussions and supplier recoveries.
- Handle escalated matters, including regulatory complaints, accessibility concerns, privacy-related issues, demand letters, and pre-litigation files.
- Support litigation-related activities through case preparation, evidence review, documentation, settlement negotiations, and preparation of closing documents.
- Provide subject-matter expertise and guidance on complex complaints, regulatory matters, and claims handling practices.
- Respond to sensitive customer complaints and inquiries with professionalism, accuracy, empathy, and sound judgment.
- Coordinate with internal departments and external suppliers to investigate issues, resolve service failures, and address operational gaps.
- Develop, maintain, and update Customer Relations policies, procedures, templates, and training materials related to complex case management.
- Track, analyze, and report on complaint trends and recurring issues, and recommend corrective actions.
- Contribute to process improvement initiatives, tools, and technologies that enhance operational efficiency and the customer experience.




- Maintain accurate documentation and records to ensure proper follow-up, traceability, and compliance with company policies and regulatory requirements.
- Perform other related duties as assigned.

LIAISON

- Coordinate and consult with the Customer Relations Supervisor to share escalation insights, and to support continuous improvement across both functions.
- Build and maintain strong working relationships with travel agents, suppliers, hoteliers, internal teams, and legal partners.
- Work closely with Operations, Destination Services, Reservations, Product and Sales to resolve issues and improve customer experience.
- Communicate effectively across departments and elevate critical or recurring issues to management in a timely manner.

FINANCIAL

- Ensure customer compensation decisions align with corporate policies, legal obligations, and financial parameters.
- Exercise sound judgment in balancing customer service, company obligations, and financial impact.
- Support management in handling major complaints, escalations, and legal matters.
- Negotiate settlements with customers when required.
- May perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

- College diploma in Tourism, Management, or a related field.
- Minimum of five (5) years’ experience in customer relations or customer service within the travel or hospitality industry.
- Experience managing legal escalations, regulatory complaints, or demand letters in a customer-facing environment.
- Bilingual in French and English (written and spoken).
- Strong organizational skills, sound judgment, and ability to work under pressure.
- Proven decision-making ability with a solid understanding of financial impacts.
- Strong interpersonal, communication, and relationship‑building skills.
- Working knowledge of Microsoft Office (Excel, PowerPoint, Word).
- Understanding of airline, hotel, and supplier contract agreements.
- Robust knowledge of company products.

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📌 Specialist, Customer Relations (12-Month Contract) (Montreal)
🏢 Colonial Group
📍 Montreal