Call Centre Representative

1 month ago

Calgary, Canada WestJet Full time

**Why WestJet**:
Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

**Join us and love where you’re going.**

**Remote Work**:
This position is eligible for remote work, within Calgary, under our mobile workforce program. Must live within a 100KM distance from the WestJet Campus.

**Your Story**

You have been told that you are great with people, you love helping others and, do so genuinely. Your ideal environment is interacting with others from the comfort of your own home (maybe in your pajamas, we won’t tell). You are a natural communicator that will work to solve the issues of others and, can multitask using complex computer systems and don’t shy away from learning new technology.

**Role Overview**:
WestJet's Call Centre Representatives are responsible for creating a remarkable experience for our guests through one-on-one telephone contact to arrange air travel on WestJet flights, and provide information for guests with varying needs. You are often the first point of contact for our guests and play an essential and crucial role as been a WestJet brand ambassador. We want to make sure our guests enjoy their call with you, therefore, you are there to educate and help our Guests, while creating the experience our Guests have come to know and love about WestJet.

**Responsibilities**:

- Book air travel for internal and external guests, answer questions and provide general information about travel with WestJet;
- Provide pre and post booking support, such as changing and cancelling reservations, using the our reservation system;
- Effectively research and make decisions based on the information you have available to you, while balancing the needs of the guest with the needs of the business;
- Adhoc projects as assigned.

**Qualifications**:

- Fluent in English (verbally and written)
- A combination of two years’ experience in a customer service and/or sales related environment;
- Reside within 100KM of WestJet’s Head Office (22 Aerial Place NE);
- Must be able to communicate with an advanced level of written and spoken English fluently;
- Demonstrated strong computer skills including a minimum typing speed of 40 words per minute;
- You’ll need to be flexible with your schedule. Your work hours will be based on business needs;
- You are smart, independent, self-motivated, empathetic, solutions focused, and passionate about supporting our guests;
- A proven track record for punctuality and reliability.
- Our training environment has evolved and has become more virtual and self-directed than in the past.
- This change has resulted in an increase in reading requirements via independent and on-line learning as an integral part of the training program.

**Other important information**:

- This role is shift work and 100% home based, our contact centre operations are 24/7/365 days a year and require you to be available to work early mornings, evenings, overnights, weekends and holidays;
- All contact centre positions require 7 weeks of training virtually or at WestJet's Head Office;
- All computer hardware required for the role will be provided;
- Our positions are in-home roles and we require our agents to have the following environment for their home office to be successful:

- High speed internet (hardwired 25 Mbps download and 2.5 Mbps upload) provided by either Shaw or Telus
- Safe, secure and distraction free room with an ergonomic set-up enabling you to sit for long periods of time;

**The benefits of being a WestJetter**:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs

**About WestJet Group of Companies**

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

**Our Safety Promise**

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug

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