Customer Service Facilitator
1 month ago
The Customer Service Facilitator will focus on enhancing the passenger experience. They will act as a liason, provide airport and security information, and welcome passengers as they start the screening process. The role will highlight GardaWorld s brand by being an ambassador, as well as provide a visible presence for our client and the airport community.
**Tasks & Duties**
- Welcoming passengers as they enter screening checkpoint queueing areas, and ensuring that they are greeted in both official languages English and French.
- Provide superior customer service by offering support to those with questions or concerns about the screening process. Identify customer s needs to achieve satisfaction.
- Assist families with small children by guiding them to specially designated screening lines, and work with airport vendors providing wheelchair assistance.
- Communicate effectively with the Screening Point Manager about changing passenger volumes.
- Acknowledging and resolving passenger complaints.
- Maintain a visible GardaWorld presence to our client and other airport stakeholders.
- Other duties as assigned.
**Education & Skills Required**
- 1-2 years of proven customer support experience.
- Effective verbal and written communication skills and ability to build relationships.
- Knowledge of French would be considered an asset.
- Ability to remain calm in a fast paced and stressful environment.
- Ability to multitask and produce results in a fast paced environment.
- Aviation or airport experience an asset.
**Additional requirement: Must be able to obtain a Restricted Area Identity Card (RAIC)
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