Customer Service Representative

2 weeks 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- 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 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- Knowledge of baggage services handling procedures will be preferable- Ability to obtain necessary security clearances- Need to be detailed oriented- Possess the ability to multitask- Ability to work well in a team- 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- Supports and adheres to all company policies- Ability to communicate and correspond clearly and precisely in English & French

Company Description:

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