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Customer Service Representative
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Job Summary Thank you for your interest in joining the Porter team. Applications for this job posting will be considered for current and future openings. While we are excited to review your qualifications in advance, it may be some time before you hear from us based on the availability of start dates. If you are selected to continue with the application process, you will be contacted as roles are hired for. Please note that this only applies to the Customer Service Representative position. If you have applied to other roles within the organization, you should expect to hear back from us within the communicated timeframe. WHY CHOOSE PORTER AIRLINES? The Customer Service Representative role will not only give you the opportunity to grow your customer service skills, but it will also give you the opportunity to grow alongside one of Canada’s top rated airlines as we enter an exciting phase of growth and expansion. This is your chance to work with a dynamic team, in a fast paced environment that promotes equality, and growth. BENEFITS OF WORKING AT PORTER? Porter gives you the opportunity to participate in our great benefits programs, such as RRSP Matching, Medical coverage, and of course unlimited access to amazing staff travel perks to Porter destinations, whether working part-time or full-time HOW WILL WE HELP YOU GROW? Here at Porter we want to see you grow and succeed. That’s why we offer numerous different networking programs that our team members are able to take advantage of, giving you the opportunity to not only expand your skills but also giving you the chance to gain insight to the many different teams and departments that are behind our Skytrax 4 Star Rated airline. WHO ARE WE LOOKING FOR? We’re looking for outgoing, motivated and energetic individuals who are looking to start their career in the aviation field. Our fast-paced airport environment is the ideal place for those who like to keep moving, stay challenged and pride themselves in delivering exemplary customer service. 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. Responsible for unaccompanied minors during their travel. Assist passengers with a disability or reduced mobility including wheelchair assistance. Assisting arriving passengers and overseeing 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 methods to restore the missing baggage to the rightful owner. Respond to all passenger enquiries via telephone and email. Maintain constant communication with the customer throughout the tracing or repair process. Maintain accurate records and update PNR files. Reconcile delivery service invoices. Maintain commitment to the highest standard of customer service. 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. At least 2 years of experience in a customer service role, preferably in the airline industry Must be computer savvy and have working knowledge of Google doc, sheets and calendar Knowledge of baggage services handling procedures will be preferable. Ability to obtain necessary security clearances. Need to be detail 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. Ability to work 20-30 hours per week (part time). Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis. Must be able to safely operate/push passengers in wheelchairs from the point of arrival at the airport to the aircraft, and from the aircraft to the point of departure from the airport. Supports and adheres to all company policies. Ability to communicate and correspond clearly and precisely in English; French preferable
