Senior Specialist, Customer Experience [Experience Required] (YQB) - #180819

Who are we?

Chrono Aviation was founded in Quebec City in 2012. In its early days, the airline operated a Pilatus PC-12 and employed two pilots. Chrono quickly attracted clients seeking a comfortable, efficient, and safe flying experience.

After a decade in business, Chrono Aviation has expanded its fleet to 15 aircraft and employs over 200 people. Chrono is a Quebec-based airline offering planes that can accommodate between 9 and 120 passengers, exclusively for charter flights. With bases in Montreal and Quebec City, Chrono continues its expansion, reinforcing its position as a leader in the charter flight industry in Quebec and Canada.

Role and context

The Senior Customer Experience Specialist plays a key role in managing the client experience for corporate customers using our aircraft charter services. The main objective of this role: ensuring every client enjoys a smooth, positive experience that fully aligns with their expectations. With strong judgment, the person in this role handles unforeseen situations with agility, provides concrete solutions, and acts with tact and professionalism in all circumstances. The specialist operates autonomously and reports directly to the Customer Experience Coordinator.

Key Responsibilities

• Proactively and personally manage corporate client requests from start to finish.
• Respond quickly to last-minute changes or unexpected situations with a solutions-oriented mindset.
• Maintain clear, respectful, and ongoing communication with clients at all times.
• Coordinate all logistical aspects of chartered flights with internal teams, keeping in mind the client’s specific needs.
• Ensure client commitments are not only met but exceeded.
• Resolve issues and frustrations calmly and efficiently, avoiding unnecessary escalation.
• Accurately document client records to ensure optimal follow-up and continuous improvement.
• Collaborate with other departments to ensure seamless operations and alignment with client promises.
• Act as an ambassador for customer experience within the company, with client satisfaction as the top priority.
  
  

Key Skills

• Excellent adaptability and decision-making skills in dynamic environments.
• Solution-driven mindset with a constant focus on service quality.
• Strong sense of diplomacy and tact in communications with high-expectation clients.
• Strong ability to prioritize and manage multiple tasks without losing sight of the details.
• Deep commitment to client satisfaction and continuous pursuit of excellence.
  
  

Specific Job Requirements

• Minimum of 3 years’ experience in a similar role serving corporate clientele.
• Proven experience managing urgent or specialized requests with a strong ability to resolve issues quickly.
• Comfortable working in demanding environments with high expectations and a strong focus on client relationships.
• Strong written and verbal communication skills.
• Proficient with computer tools and customer relationship management (CRM) platforms.
• Experience in transportation, aviation, or custom services is an asset.
• Fluency in French is required for this position. A strong command of English is also necessary in order to communicate with English-speaking clients across Canada and internationally.
  
  

What We Can Offer You

• Full-time position at our Quebec base.
• Work in a dynamic environment that encourages innovation, with flexible hours to meet our mutual needs.
• Comprehensive benefits package (dental, disability, life, and paramedical coverage) with generous employer contributions from day one.
• Access to telemedicine services anytime, anywhere.
• Secure your financial future with our retirement savings plan, with company contributions.
• Take the day off on your birthday—it’s on us!
• Benefit from our support program for births, weddings, and bereavements.
• Participate in activities organized by the social committee, such as happy hours, themed meals, and social and sports events.
• Continue your post-secondary studies with the help of our tuition reimbursement program.
• Enjoy job security and opportunities for advancement within the company.
  
  

At Chrono, things move fast! You'll feel right at home with us if you consider yourself a quick thinker, ready to embrace change! If you skimmed through this text because you were eager to learn how to apply, THIS IS YOUR SIGN. Send us your application!

Only selected candidates will be contacted for an interview. However, we keep resumes on file for six months. Since our needs are constantly evolving, keep an eye out for future opportunities.

Chrono Group is committed to promoting an inclusive, equitable, and respectful work environment for all. We value diversity in all its forms and encourage applications from people of all backgrounds, regardless of gender, age, ethnicity, religion, sexual orientation, disability, or any other protected characteristic. Together, we are working to build a company culture where everyone feels valued and supported in their professional development.