Current jobs related to Specialist, Passenger Service - Toronto - Greater Toronto Airports Authority
-
Specialist, Passenger Service Representative
6 days ago
Toronto, Canada Greater Toronto Airports Authority Full timeThe Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by...
-
Passenger Service Representative
2 weeks ago
Toronto, Canada Greater Toronto Airports Authority Full timeThe Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by...
-
Passenger Movement Manager
7 days ago
Toronto, Canada Air Canada Full time**Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** The Passenger Movement Manager is an advocate for Air Canada's customers in the decision making process...
-
Passenger Movement Manager
1 week ago
Toronto, Canada Air Canada Full time**Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** The Passenger Movement Manager is an advocate for Air Canada's customers in the decision making process...
-
Passenger Service Representative
1 week ago
Toronto, Canada Greater Toronto Airports Authority Full timeThe Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,800 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain...
-
Instructor, Passenger Operations
6 days ago
Toronto, Canada Porter Airlines Inc. Full timeJob Summary: Reporting to the Supervisor Learning and Development, this position is responsible for initial and recurrent training of all Passenger Operations team members and ground handler trainers in company policy and procedures, regulatory requirements and computer systems. The role also supports the development of training courses and passenger...
-
Associate Director, Passenger Development
1 week ago
Toronto, Canada Greater Toronto Airports Authority Full time**Your way forward: Join Canada’s busiest airport as our next Associate Director, Passenger Development** Do you want to help transform Toronto Pearson into the global airport of the future? We’re committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world - and we need your help. This is your chance to play...
-
Specialist, Service Excellence
3 weeks ago
Toronto, Canada Greater Toronto Airports Authority Full timeSpecialist, Service Excellence (6 month term)Join to apply for the Specialist, Service Excellence (6 month term) role at Greater Toronto Airports AuthorityThe Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance,...
-
Specialist, Service Excellence
1 week ago
Toronto, Canada Greater Toronto Airports Authority Full timeSpecialist, Service Excellence (6 month term) Join to apply for the Specialist, Service Excellence (6 month term) role at Greater Toronto Airports Authority The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport...
-
Field Service Specialist
1 week ago
Toronto, Canada Porter Airlines Inc. Full timeJob Summary: Porter Airlines is seeking a highly motivated and technically skilled Field Service Specialist to support our expanding airport & field operations, and technology initiatives. This role is integral to spinning up new airport & remote stations, supporting existing ones, and ensuring all airport technology systems and services are installed,...
Specialist, Passenger Service
2 weeks ago
**Toronto Pearson is transforming. Now’s the time for your career to soar.**
The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.
**What's in it for you?**
- An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community
- Comprehensive and highly competitive healthcare and benefit coverage including retirement savings plans
- A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program
**What can you expect from this position?**
**As a Specialist, Passenger Services, you will**:
- Investigate feedback and respond to passenger comments, including compliments, complaints, inquiries and concerns
- Draft formal responses on behalf of the Executive Team and various business units
- Provide support and work closely with appropriate internal and external partners in investigating passenger complaints and inquiries
- Ensure all issues and feedback are documented into the CRM system
- Aim to root cause to avoid recurrence for negative situations, where possible
- Analyze and report trends to respective business owners for resolution and future programming
- Advocate on behalf of the passenger in working with business units to improve a required experience
- Consistently review and update feedback to ensure accurate and appropriate responses to passengers
- Coordinate the implementation of new and existing customer service programs
- Maintain new technologies to ensure program inputs remain current
- Ensure new and existing customer service programs are well maintained and updated
This unionized position is classified at the Band 4 level, with an hourly wage range of $36.44, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.
**This is the role for you, if you have**:
- Post-secondary degree or diploma with a focus on business management, or equivalent work experience
- 2-3 years’ experience in customer service relationship management
- Professional business writing experience, including letters and formal correspondence
- Obtain and retain Transportation Security Clearance at the designated level for the position
**Knowledge, Skills and Abilities**:
- Strong communication skills, verbal and written in English (French is an asset) to clearly identify and articulate the needs of Toronto Pearson passengers to business units for future planning
- Knowledge of airport facilities, practices, standards and processes
- Ability to provide superior customer service
- Knowledge of the GTAA’s role with key partners, including air carriers, government agencies, and commercial partners
- Knowledge of GTAA’s customer service practices, such as benchmarking and performance indicators, priorities, and policies
- Ability to identify tone through correspondence to identify key words and terms to flag for escalation
- Ability to conduct investigations into complaints and produce reports on findings
- Ability to draft formal responses on behalf of the Executive Team or various business units
- Ability to correspond in a diplomatic manner through text and voice transactions with passengers
- Skilled in customer service and de-escalation practices in dealing with passenger concerns
- Strong organizational skills and attention to detail in analyzing and responding to passenger feedback
- Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
- Ability to use CRM tools and new technologies to categorize and log information
- Ability to commit partners to delivery timelines to ensure a timely response to the passenger
- Demonstrated ability to write professional letters to senior individuals across external organizations
- Ability to distinguish between one-off situations and ongoing trends as it relates to passenger feedback
- Ability to multi-task while maintaining attention to detail
- The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive_
