Customer Service Representative

Job Summary:
Reporting to the Station Manager, Toronto - YYZ and working collaboratively with the broader team, the Customer Service Representative contributes to the efficient day-to-day operations of the department and delivers an elevated level of attentive and thoughtful service to Porter passengers.

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.- Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors.- 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.-
- Maintain constant communication with the customer throughout the tracing or repair process.- Maintain accurate records and update PNR files.- Reconcile delivery service invoices.- Process appropriate compensation when required (Delay bag vouchers).- Maintain commitment to the highest standard of customer service.- Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors.- 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.- Experience in a customer service environment, preferably in the airline industry.- 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.- Supports and adheres to all company policies.- Ability to communicate and correspond clearly and precisely in English.
- Mandatory COVID-19 vaccination.

Company Description: