Customer Service Representative

7 months ago

Dorval, Canada Porter Airlines Inc. Full time

Job Summary:
Reporting to the Station Manager, Montreal - YUL 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 to passengers
- Check-in passengers for flights at the ticket counter, assign seats, issue boarding passes and verify passenger identification and travel documents
- Tag passenger bags to correct destinations
- Ensure the aircraft is clean prior to departure
- Board passengers onto flights, tag gate checked bags and verify travel documents
- Make pre-boarding and general boarding announcements
- Monitor carry-on luggage and operate jet ways, canopies and aircraft doors
- Assist all passengers with special needs including passengers in wheelchairs, unaccompanied minors, visual and hearing impaired passengers
- Assist arriving passengers and oversee the Domestic and International Arrivals baggage area
- Verify identification and direct connection passengers through the airport
- Assist with the stocking and maintenance of passenger lounges
- Provide assistance to passengers whose baggage is mishandled or damaged
- Maintain accurate records and update passenger files
- Assist other 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 and French

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