Multi-Task Customer Care Specialist (Legal & Sensitive Services) – French Speaker, remote

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  • Montréal, QC
  • Permanent
  • Temps-plein
  • Il y a 16 jours
Join Lufthansa Group Customer Care in Canada and take on complex cases involving regulatory, legal, and sensitive matters. Use your analytical skills, precision, and empathy to make a real impact-ensure compliance while delivering exceptional customer experiences.Apply now and be part of our team!TasksYour main tasks include, among others:
  • Investigate and resolve complex customer complaints per global policies, regulatory guidelines, and service standards
  • Provide clear, empathetic, and compliant written responses
  • Maintain accurate documentation, coding, and deadlines in Customer Care systems
  • Collaborate with legal teams, regulatory bodies (DOT/CTA), and station staff
  • Ensure compliance with regulatory timelines• Support legal counsel in lawsuits and pre-legal cases
  • Handle DOT/CTA inquiries and represent LH in small claims (Canada/Quebec)
  • Negotiate settlements within authority limits
  • Maintain expertise in passenger rights regulations
  • Act as CRO (if assigned) and manage disability-related cases globally
  • Ensure compliance with DOT 14 CFR Part 382 and support prevention measures
*All other duties as assigned or requiredBehind the scenesOur PurposeThe Lufthansa Group connects people, cultures, and economies in a sustainable way.French version available here:Our Philosophy - Diversity, Equity, Inclusion, and Belonging is a part of our DNA which enables us to remain innovative and competitiveWe are committed to embracing diversity of backgrounds and perspectives, creating equitable opportunities and experiences for all, and fostering an inclusive culture that allows everyone to be their authentic selves.Join Lufthansa!Lufthansa Group is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.Benefits15-20 Vacation DaysEducationEmployee Assistance ProgramLife InsuranceLong Disabilityup to 60 Sick DaysFlight benefits15-20 Vacation Days, Education, Employee Assistance Program, Life Insurance, Long Disability, up to 60 Sick Days, Flight benefitsRequirementsTo be successful in this role, you will need to have a combination of the below requirements:
  • High school diploma required
  • Bachelor's degree or equivalent experience preferred
  • 5+ years' experience in tourism, customer relations, airport ops, or similar fields
  • Professional training or multi-area experience within travel/customer service
  • Fluent English & French required; German a plus
  • Expert knowledge in the following desirable: MS Dynamics, One Res, Worldtracer, Flight operations data base (ie. Obelisk), MORE or SRS reporting, Customer check-in data, SIRAX, AI promptin
  • Strong knowledge of customer service systems, travel policies, & procedures
  • Excellent problem-solving & communication skills
  • Able to work under pressure
  • Willingness to travel; assessment may apply
  • Valid work permit for Canada required
  • CV/Resume & Cover Letter required
  • Company will not provide relocation assistance
CompanyAbout Deutsche Lufthansa AGThe Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. With approx. 100,000 employees, the Lufthansa Group generated revenue of EUR 37,581m in the financial year 2023. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and the other companies and Group functions.Join Us.

Lufthansa