Customer Service Facilitator
1 month ago
We are seeking a highly skilled and bilingual Customer Service Facilitator to join our team at Paladin Airport Security Services. As a key member of our team, you will play a vital role in ensuring a positive passenger experience by providing exceptional customer service and support.
Key Responsibilities:- Proactively identify opportunities to assist passengers through the screening process
- Communicate CATSA Standard Operating Procedures (SOPs) to passengers in both English and French
- Utilize bilingual skills to communicate with passengers throughout the screening process
- Provide support to passengers with special needs, such as mobility or hearing/vision loss
- Offer physical support of passenger belongings where required
- Understand and accommodate the screening process for passengers traveling with sacred or spiritual items
- Liaise closely with the checkpoint team to deliver exceptional customer service
- Build and maintain understanding of diversity and inclusion principles and cultural awareness
- Demonstrated experience working in a fast-paced customer-facing role for a minimum of 1 year
- Fluent in French and English
- Experience working under pressure in a heavily regulated environment
- Exceptional ability to communicate simply, clearly, and effectively with diplomacy
- Ability to deliver exceptional customer service while demonstrating empathy and active listening skills
- Ability to understand and describe the screening process to passengers as required
- Experience adapting to customer needs and providing effective solutions or options where appropriate
- Experience or knowledge of Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Official Languages Act (OLA), American Sign Language (ASL), and familiarity with principles of diversity and inclusion/cultural awareness are considered strong assets
- Physical ability to support passengers with reduced mobility and their belongings
- Physically able to stand and walk for extended periods
- High School Diploma/GED
- 18 years or older
- Canadian Citizen or Permanent Resident
- Ability to obtain Transport Security Clearance and other advanced clearances as required
- Open availability to work any required shift in a 365, 24/7 environment
We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply.
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