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Delta Air Lines, Inc. Global Sales Support - Associate Sales I (YUL) in MONTREAL, Canada

Global Sales Support - Associate Sales I (YUL)

Canada, Montreal

Global Sales

20-Jun-2022

Ref #: 15304

How you'll help us Keep Climbing (overview & key responsibilities)

Global Sales Support (GSS) is looking for new Associates to support Delta’s top B2B customers. GSS Associates are a fundamental part of Delta’s Sales model and strengthen the overall B2B relationship by building and maintaining strong customer relationships. Associates provide high value, differentiated customer service to Delta and Air France/KLM (JV) Global Corporate and Agency accounts via phone, email, and chat in a contact center environment. Associates are responsible for resolving complex travel agency ticketing issues, interpreting, and verifying unique fare and ticketing rules for multiple airline partners, resolving travel-related issues from pre- to post-travel, providing program information, and researching and resolving service failures. In addition, Associates attend joint sales calls/customer events and support new sales programs, products, and services to help solidify Delta's and the JV's position in the marketplace.

Job Responsibilities:

  • Evaluates B2B customer requests and determines appropriate solutions to resolve issues efficiently and effectively at first point of contact (i.e. business exceptions/waivers; inventory access; airline fares; seat selection; refund requests; etc.)

  • Uses analytical reasoning and knowledge of sales guidelines, account value and customer benefits to independently respond to Global Sales B2B customer requests for travel-related inquiries such as flight availability, schedule changes, ticketing changes, large scale service disruptions, service failures, etc.

  • Consults travel agency partners to help them understand Delta and global partners’ policies, products, ticketing fare rules and penalties, and online agency resources

  • Consults with travel agents to troubleshoot global ticketing issues and direct them to the appropriate resources (GDS provider, ARC/IATA, other airlines, etc.)

  • Collaborates across internal business partners (i.e. airport, reservations, RM, etc.) to resolve customer issues, oftentimes requiring research and follow-up over multiple days and time zones

  • Distinguishes customer segments such as agency, corporate or industry-specific verticals, and applies appropriate solutions (customer benefits vary by geographical region and point of sale)

  • Demonstrates proficiency of core Delta and industry business principles, processes and upholds Delta’s Rules of the Road standards

  • Available to work extended hours beyond normal assigned hours as operationally required

  • Practices safety-conscious behaviors in all operational processes and procedures

What you need to succeed (minimum qualifications)

  • Requires excellent customer service and interpersonal skills

  • Demonstrated ability to negotiate sound business decisions using creative problem-solving approaches

  • Must possess ability to quickly acquire expertise in airline ticketing processes and systems as well as to interpret and apply fare rules for Delta and global partners

  • Possesses business maturity to independently manage through ambiguous situations and scenarios

  • Excellent reliability, time management and organizational skills required to be successful

  • Demonstrates clear and courteous verbal and written communication skills and appropriate use of grammar, spelling and business terminology

  • Consistent access to a virtual/home-based office suitable for conducting business over a phone

  • Works well in a fast-paced environment where efficiency and customer service must be balanced

  • Proficiency in English and French are required

  • Must be willing and able to travel occasionally

  • Must be performing satisfactorily in present position

What will give you a competitive edge (preferred qualifications)

  • Bachelor's degree preferred or 12 months of relevant work experience required

  • Knowledge of airline pricing, ticketing and distribution systems is preferred

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here

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