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Customer Service Representative

2 months ago

Ottawa, Ontario, Canada Porter Airlines Full time
Job Summary

As a Customer Service Representative with Porter Airlines, you will play a vital role in delivering exceptional service to our passengers. Reporting to the Station Manager, Ottawa – YOW, you will work collaboratively with the broader team to ensure the efficient day-to-day operations of the department.

Key Responsibilities:

  • Provide high-quality customer service to passengers, ensuring their needs are met and exceeded.
  • Check-in passengers for flights, assigning seats, directing passengers to their gates, and checking documentation for flights.
  • Perform pre-flight check-in procedures, including assigning seats, making gate announcements, issuing boarding passes, and boarding the flight.
  • Monitor carry-on luggage and aircraft doors, ensuring a smooth and safe boarding process.
  • Assist passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors.
  • Provide assistance to passengers whose baggage is mishandled or damaged, completing reports and handling tracing to recovery of mishandled bags.
  • Respond to passenger enquiries via telephone and email, maintaining constant communication throughout the tracing or repair process.
  • Maintain accurate records and update PNR files, reconciling delivery service invoices and processing compensation when required.
  • Actively participate in Porter's Safety Management System (SMS), reporting hazards and incidents encountered in daily operations.

Behavioural Competencies:

  • Concern for Safety: Identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others.
  • Teamwork: Work collaboratively with others to achieve organizational goals.
  • Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers).
  • Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise.
  • Results Focus: Focus efforts on achieving high-quality results consistent with the organization's standards.
  • Fostering Communication: Listen and communicate 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, multitask, and handle stressful situations.
  • Need to be detail-oriented and 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.