Customer Care Advocate, Bilingual

2 weeks ago

Toronto, Canada Porter Airlines Inc. Full time

Job Summary:
Reporting to the Supervisor, Customer Relations, the Customer Care Advocate, is responsible for providing an effective and proficient response to incoming passenger inquiries through our website, with a focus on timely case resolution and customer satisfaction. The goal of the Customer Care Advocate is to retain passengers by delivering exceptional customer service while representing the Porter brand.

Duties & Responsibilities:
Prioritize and deliver refined customer service, representing the Porter brand, in an empathetic, professional and courteous manner throughout interactions with passengers at all times
- Conduct all interactions in a positive, customer-service focused approach when helping passengers and/or communicating with fellow team members
- Approach all customer relations cases with the focus on expedient and successful resolution in accordance with Porter’s established guidelines
- Respond effectively to customer retention matters and/or inquiries including research and issue tracking, dispute resolution, written and verbal passenger communications
- Help maintain internal training documentation up to date with the most accurate rules and policies
- Assist with proactively monitoring and identifying customer trends or patterns noticed through cases and act as the “Voice of the Customer” to Senior Leadership
- Work collaboratively with other departments to investigate and resolve customer issues
- Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply with and promote the Company Safety Policy
- Provide back-up to Regulatory Affairs and Social Media team members as needed
- 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:

- Post-secondary education preferred with a focus in corporate communications
- Aviation or hospitality customer relations experience is preferred
- Bilingual (English and French) is preferred
- Professional written and verbal communication skills
- Grammatical accuracy is a must
- Positive customer-focused attitude, excellent organizational skills and attention to detail
- Ability to work independently and collaboratively with other internal departments and within given timelines and/or established service levels
- Ability to multitask, prioritize and manage time effectively
- Proficient in all Google Office products including Outlook, Excel, Word and PowerPoint
- Previous experience using Zendesk, Navitaire and Tableau an asset
- Ability to work shift work and/or weekends if required
- Mandatory COVID-19 Vaccination

Company Description:

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