Call Centre Agent

2 weeks ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
We are seeking highly motivated and enthusiastic Call Centre Agents to join our Porter team. This is a fully remote/working from home role (in Canada) and you will be responsible for handling inbound calls, answering customer inquiries, resolving complaints, and providing excellent customer service to our clients. As a Call Centre Agent, you will be the first point of contact for our Porter customers and play a key role in ensuring their satisfaction.

Duties & Responsibilities:

- Answer general inquiries about Porter Airlines
- Assist with flight reservations (new, change and cancellations) and provide accurate information
- Assist with travel agency and Porter Escapes inquiries
- Prioritize and deliver refined customer service, representing the Porter brand, in an empathetic,
professional and courteous manner throughout interactions with passengers at all times
- Conduct all interactions in a positive, customer-service focused approach when helping
passengers and/or communicating with fellow team members
- Ensure customers are assisted in a friendly and timely manner
- Administrative duties as required
- 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
- Any 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
- High school diploma or equivalent is required
- Ability to communicate clearly in English is a requirement
- Completion of college or other post-secondary programs preferred
- Ability to make decisions and meet deadlines while handling multiple responsibilities
- Strong communication and interpersonal skills
- Work rotating shifts including days, afternoons, evenings, weekends, and holidays
- Dependability (must have a clear attendance record and reliable on-time reporting for work)
- Must demonstrate the ability to work independently
- Strong computer skills - must be able to troubleshoot small computer glitches independently before calling for assistance
- Knowledge of geography and basic math functions
- Mandatory COVID 19 Vaccination

Company Description:

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