Customer Service Ambassador

6 days 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 ensuring the smooth operation of our airport operations. Reporting to the Station Manager, you will work collaboratively with the broader team to deliver an exceptional level of service to our passengers.

Duties & Responsibilities

  • Provide high-quality customer service to passengers, responding to their inquiries and resolving any issues in a timely and professional manner.
  • Check-in passengers for flights, 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, including assigning seats, making gate announcements, issuing boarding passes, and boarding the flight.
  • Monitor carry-on luggage and aircraft doors, ensuring the safe and efficient 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 the tracing and recovery of lost luggage.
  • Respond to passenger inquiries and maintain constant communication throughout the tracing or repair process.
  • Maintain accurate records and update PNR files, ensuring seamless communication with the customer.
  • Reconcile delivery service invoices and process compensation when required.
  • Maintain a commitment to the highest standard of customer service, ensuring a positive experience for all passengers.
  • Assist passengers with special needs, such as disabled and wheelchair passengers, and unaccompanied minors.
  • Actively participate in Porter's Safety Management System (SMS), reporting hazards and incidents encountered in daily operations, and understand, comply, and promote the Company Safety Policy.

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.
  • Able to multitask and handle stressful situations.
  • Need to be detail-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.

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