Customer Support Advocate

6 months ago


Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
The Customer Support Advocate plays a pivotal role in assisting customers and Stations (CSRs) in real-time and upholding the Porter brand's reputation for professionalism and excellence. This position demands effective communication, task prioritization, and collaboration across departments to ensure customer satisfaction and safety.

Duties & Responsibilities:

- Monitor and manage daily interline passenger reservations, with a focus on "day of travel" reservations impacted by IROPS or schedule changes.
- Answer Station and Agent support calls and support Interline and Codeshare inquiries promptly and professionally.- Collaborate with SOCC operations to provide proactive flight disruption solutions for affected passengers.-
- Prioritize and deliver exceptional customer service in an empathetic, courteous, and professional manner.-
- Conduct all interactions with passengers and team members positively and in accordance with approved communication guidelines.-
- Escalate urgent matters to the Supervisor, recognizing the importance of specific day-of-travel situations.-
- Collaborate with other departments to investigate and resolve customer issues efficientl- Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.

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 rotating shifts, including early mornings, evenings, late nights, and weekends.- Post-secondary education preferred, with a focus on corporate communications.- Previous experience with Navitaire required.- Experience with Zendesk is an asset.- Bilingual in English and French is preferred.- Exceptional written and verbal communication skills with grammatical accuracy.- Positive, customer-focused attitude with excellent organizational skills and attention to detail.- Ability to work collaboratively with other departments within given timelines or established service levels.- Strong prioritization and "in-the-moment" decision-making abilities.- Ability to understand and balance company and passenger needs.- Proficiency in Google Office products, including Outlook, Excel, Word, and PowerPoint.

Company Description:



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