Customer Service Representative Job at NAV Canada
Job Posting Title
Manager, Customer Stakeholder Services
Job Category
Customer Service
Language Requirements
Bilingual / Bilingue
In the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l’éventualité où un candidat bilingue qualifié n’est pas disponible, un candidat unilingue qualifié sera considéré.
Posting End Date
2023-05-25
Job Grade
L1 Zone A
Pay Range
Commensurate with Experience / Selon l’expérience
Job Summary
The role is directly responsible for supervising direct reports to ensure delivery of exceptional customer satisfaction within the scope of the National Customer Service Centre, along with managing the sales and distribution of NAV CANADA’s Aeronautical Publications ; This is done by promoting a “Customer First” philosophy across Customer and Stakeholder Services, adopting the Customer Relationship Management methodology, and ensuring the implementation of technology that will capture all financial, operational and corporate related customer issues.
Job Description
What NAV CANADA offers you:
- Challenging, team-oriented work environment
- Competitive compensation and flexible benefits
- Defined benefit pension plan
- Opportunities for growth and development
- Flexible work arrangements
- Diverse and inclusive workforce
In this role you will:
- Manage the aeronautical publications production schedule to ensure that all stakeholders adhere to the deadlines to distribute publications in accordance with ICAO and CARS standards
- Manage the relationships with external printers and distributors
- Manage the day-to-day operations of the Customer Contact Centre and AEROPUBS Sales & Distribution Centre
- Establish and maintain effective communication networks with key stakeholders, business partners, peers, and direct reports
- Develop performance metrics for the Customer Service and AEROPUBS Contact Centres and evaluation tools for measuring customer satisfaction with NAV CANADA
- Oversee that the Aeronautical Publications website, internal portals, and external Customer Account Management are maintained and current
- Work with colleagues to resolve any escalated query
What you bring:
- Post-secondary education or work experience commensurate with the responsibilities
- Customer management experience
- Knowledge of aviation through operational experience or other exposure to this industry
- Thorough knowledge of Corporate and Technical NAV CANADA programs (BMS, Workday, NetSuite, etc) or similar business tools
- Understanding of generally accepted accounting principles, and good knowledge of NAV CANADA accounts payable and receivable process and procedures and its billing and collection practices
- Sound knowledge of the mandate, organization, authorities and service offerings of NAV CANADA, its network of local, regional, and national service providers
- Sound knowledge of the Air Navigation System and its components, the new statutory context of NAV CANADA (including Bill C-20) as well as international standards for air navigation services under ICAO
- Sound knowledge of the interfaces between NAV CANADA’s operational systems and its billing systems or comparable industry knowledge
- An understanding of the state of the aviation industry and how situations might impact NAV CANADA and Customers on a financial level.
- Expert knowledge of customer relations principles/ practices and related survey data collection methodologies
- Sound understanding of Inventory Control and Material Management.
How others describe you:
- Ability to think fast in a crisis to meet our corporate obligations to the client as well as the law.
- Ability to judge when an issue should be escalated to a higher authority for resolution
- Ability to assess a situation and the impact it has on all stakeholders
- Ability to anticipate potential problems/conflicts, potential outcomes, and possible resolutions
- Possess effective communication skills
- Demonstrate tact and diplomacy
- Possess superior problem-solving skills
- Ability to multi-task and work under pressure
- Possess superior leadership skills
Working Conditions:
- Physical working environment is workstation based without any physical discomforts.
- Daily attention to deadlines and frequent shifting of priorities to address emerging issues is required.
- Longer workdays may be required from time to time depending on projects at hand.
- Some travel may be required.
- This position is eligible for a flexible work arrangement
NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.
Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.
The successful candidate must meet the security requirement of the position and be legally able to work in Canada.
At NAV CANADA, safety is our priority. We require pre-employment drug screening for all candidates offered positions designated as safety sensitive in accordance with NAV CANADA’s Drug and Alcohol policy.
We thank all applicants for their interest; only those selected for an interview will be contacted.
Please Note :
teebmexico.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, teebmexico.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.