Customer Care Advocate

1 week ago

Toronto, Canada Porter Airlines Inc. Full time

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 AND RESPONSIBILITIES**:

- Prioritize and deliver refined customer service, representing the Porter brand, in an empathetic, professional and courteous manner throughout interactions with passengers at all timesConduct all interactions in a positive, customer-service focused approach when helping passengers and/or communicating with fellow team membersApproach 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 communicationsHelp maintain internal training documentation up to date with the most accurate rules and policiesAssist with proactively monitoring and identifying customer trends or patterns noticed through cases and act as the “Voice of the Customer” to Senior LeadershipWork collaboratively with other departments to investigate and resolve customer issuesActively 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 PolicyProvide 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 communicationsAviation or hospitality customer relations experience is preferredBilingual (English and French) is preferredProfessional written and verbal communication skillsGrammatical accuracy is a mustPositive customer-focused attitude, excellent organizational skills and attention to detailAbility to work independently and collaboratively with other internal departments and within given timelines and/or established service levelsAbility to multitask, prioritize and manage time effectivelyProficient in all Google Office products including Outlook, Excel, Word and PowerPointPrevious experience using Zendesk, Navitaire and Tableau an assetAbility to work shift work and/or weekends if required
- Mandatory COVID-19 Vaccination

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