Customer Contact Centre Agent

NOW HIRING
Customer Contact Centre Agent,
Primarily Remote
Customer Contact Centre (CCC) Agents serve as the point of contact for customer requests, concerns, and questions over the phone, email and chat. Harbour Air CCC Agent will use their extensive knowledge of Harbour Air products, processes and procedures to provide an efficient, professional, pleasant experience for customers.
WORK HOURS:
Shifts will vary based on operational needs. Shifts will include weekends.

LOCATION:
Primarily remote with some in-office training and shifts in Vancouver

TERM:
Part-Time Temporary (Jan 2026 – August 2026)

DEPARTMENT:
Digital & Customer Experience

COMPENSATION AND BENEFITS:
Competitive wages, flight perks, and discounts at local restaurants and partner organizations, staff events and much more

Responsibilities And Expectations
Customer Service – inbound and outbound phone calls and written communications

• Answer in-bound phone calls from customers to address inquiries related to reservations, flight information, and other customer service needs. Resolve issues promptly and clearly while adhering to company terms, conditions and policies.
• Assist customers with the online booking process, including navigating the company's website, understanding available services, and troubleshooting any issues related to the digital booking platform.
• Respond to written traveler requests clearly and efficiently via email and chat.
• Assist with special booking requests, including special fares, staff travel, etc.

Operations And Cross-functional Support

• Coordinate with other departments, such as Sales and Operations regarding customer requests
• Coordinate with and assist Operations and Ground Services regarding customer communications during flight disruptions

Qualifications And Assets

• High school diploma required, post-secondary diploma or degree in tourism or related field is an asset
• Prior experience demonstrating superior customer service skills
• Ability to multi-task and prioritize in a fast-paced environment
• Attention to detail to ensure accuracy when managing guest bookings
• Problem solving skills to resolve customer concerns quickly
• Ability to use computer software, including the Microsoft Office suite and booking software
• Excellent communication skills, both verbal and written
• Excellent organizational and time management skills
• Ability to remain calm and courteous in challenging customer service scenarios

EFFORT AND WORKING CONDITIONS

• This role requires consistently handling multiple tasks throughout the day, including answering phone calls, responding to inquiries, and processing bookings.
• Work schedules are shift-based and varied and include working weekends and statutory holidays. Breaks are provided to employees based on hours worked and in accordance with labour standards.

About Harbour Air Group

• Launched in 1982, Harbour Air is North America's largest seaplane airline. With around 500 employees, it flies more than half a million passengers annually both within BC and to/from Seattle, USA.
• Our people are the backbone of our organization, and we are committed to creating a culture that inspires one another to achieve extraordinary success. We have regularly been honoured as the recipient of numerous awards including BC's Top 55 Employers, and Canada's Most Admired Corporate Cultures.

APPLY NOW: On ADP Workforce
quoting:
25-68 Customer Contact Centre Agent
.

DEADLINE:
Open until filled.

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Harbour Air is an equal opportunity employer, we are committed to Diversity and Inclusion and value a diverse workforce. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and the communities we serve.

Harbour Air is committed to developing a barrier-free recruitment process and work environment. Accommodations in relation to the job selection process are available upon request. If you require any accommodation, please email and we'll work with you to meet your accessibility needs.