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!
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!
Tasks
Your 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 required
Behind the scenes
Benefits
15-20 Vacation Days
Education
Employee Assistance Program
Life Insurance
Long Disability
up to 60 Sick Days
Flight benefits
15-20 Vacation Days, Education, Employee Assistance Program, Life Insurance, Long Disability, up to 60 Sick Days, Flight benefits
Requirements
To 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
Company
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