Customer Service Facilitator

4 weeks ago


Victoria, British Columbia, Canada Paladin Airport Security Services Full time

Job Summary: We are seeking a highly skilled Customer Service Facilitator to join our team at the Victoria International Airport (YYJ). As a key member of our airport screening services, you will play a vital role in ensuring passengers receive exceptional customer service and barrier-free access at our pre-board screening checkpoints.

Key Responsibilities:

  • Provide proactive assistance to passengers with special needs, ensuring a positive experience and smooth screening process.
  • Communicate effectively in both English and French, adhering to the Official Languages Act.
  • Collaborate with Screening Officers and Management to deliver exceptional customer service.
  • Direct or escort passengers to the Family Special Needs (FSN) line or prioritize screening as necessary.
  • Accompany passengers through the screening process, offering physical support and assistance with belongings.
  • Guide passengers through screening alternatives, providing detailed explanations of available options.
  • Ensure passengers with mobility aids or medical devices receive appropriate screening and support.
  • Facilitate smooth transitions for passengers post-screening, arranging escorts if needed.

Requirements:

  • Exceptional empathy, active listening, and customer service skills.
  • Clear and effective communication abilities in both English and French.
  • Experience in customer-facing roles within fast-paced bilingual environments.
  • Capacity to work under pressure, prioritize tasks, and adapt to varying customer needs.
  • Demonstrated diplomacy and relationship-building skills.
  • Ability to provide physical support to passengers with reduced mobility.

Why Join Us:

At Paladin Airport Security Services Ltd., we value diversity, inclusion, and respect. We are committed to creating a workplace culture that promotes employee growth and well-being. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.



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