Reports to: Manager Customer Experience Solutions
Location: Montreal, Canada
Job Type: Temporary, Maternity leave replacement

Areas of responsibility:

The Assistant manager Customer Care & Administration manages ASQ contracts and related documentation in such a way to reach the highest possible level of satisfaction among our customers.

Major Duties and Accountabilities:

 Customer care & Administration

  • Communicate and collaborate with ACI ASQ member airports worldwide and manage the day-to-day contractual issues, documentation, and Masterfile
  • Answer requests or questions from ASQ member airports
  • Prepare and provide contracts to new members or change orders/contracts for existing members
  • Assist the Manager and the Assistant Manager Customer Experience Solutions with administrative requests for the Airport Service Quality (ASQ) Programmes including the preparation of quotes and contracts.
  • In charge of updating certain customer information in the CRM and CX App
  • Keep track of each client portfolio and contact information
  • Contribute to the accuracy of ASQ revenue tracking
  • Manage new customers onboarding logistics:
  • Collect airports contact information and particularities
  • On-board new customers in ASQ CRM system and tracking files
  • Communicate with ACI Finance Department to ensure ASQ services invoicing and payment
  • Provide key information to operations to enroll new customers in the programs

Other duties as assigned

Education/ Experience

  • University degree in administration, marketing, accounting, or related discipline
  • Three years’ experience in an administrative role with contracts and customer service
  • Advanced proficiency with MS Office Suite software (MS Excel, MS Word, MS PowerPoint)
  • Desirable: experience in customer service and communications at various levels within the organization

Skills and Abilities

  • Excellent written (document writing, proofreading) and spoken English skills,
  • Ability to work in a service-orientated culture, delivering excellent service levels to ACI members
  • Well organized, carry out all administrative tasks required effectively, accurately and in a timely manner
  • Proactive, collegial, tactful, diplomatic, and discreet in all dealings
  • Ability to communicate in a welcoming, effective, and dynamic manner

ACI World Values:

  • Integrity
  • Member focus
  • Professionalism
  • Teamwork

What we offer:

  • 4 weeks of vacation/year
  • 5 sick days/ year
  • 5 mental wellness days/year
  • Employee cellphone (iPhone) with TELUS Health virtual care included
  • Health insurance coverage from your first day of employment
  • Opus/EXO Transit discount on monthly pass
  • Hybrid work arrangement: where employees are asked to spend 10 working days in the office environment per month


Should this position interest you, please send your resume and cover letter (including salary expectations) to