Customer Service Representative

4 weeks ago

Ottawa, Canada Porter Airlines Inc. Full time

Job Summary:
Reporting to the Station Manager, Ottawa - YOW and working collaboratively with the broader team, the Customer Service Representative contributes to the efficient day-to-day operations of the department and delivers an elevated level of attentive and thoughtful service to Porter passengers.

Duties & Responsibilities:

- Provide high-quality customer service
- Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage
- Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
- Monitor carry-on luggage and aircraft doors
- Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
- Assisting arriving passengers and oversee the International Arrivals baggage area
- Provide assistance to passengers whose baggage is mishandled or damaged
- Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags
- Arrange transportation method to restore the missing baggage to the rightful owner
- Maintain constant communication with the customer throughout the tracing or repair process
- Maintain accurate records and update PNR files
- Reconcile delivery service invoices
- Process appropriate compensation when required (Delay bag vouchers)
- Maintain a commitment to the highest standard of customer service
- Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors
- Assist CSR’s where required in performing other functions
- Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
- Other duties as assigned.

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Ability to work on a permanent basis in Canada
- Experience in a customer service environment, preferably in the airline industry
- Ability to obtain necessary security clearances
- Able to work in a fast-paced environment
- Able to multitask and handle stressful situations
- Need to be detailed oriented
- Have a proven positive track record when handling difficult situations and customers
- Dependability (must have a clear attendance record and reliable on time reporting for work
- Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays
- Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
- Must be able to assist with wheelchair transfers and all special service request passengers
- Supports and adheres to all company policies
- Ability to communicate and correspond clearly and precisely in English

Company Description:

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