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Service & Sales Agent, Cargo

1 hour ago

Calgary, Alberta, Canada WestJet Airlines Full time

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us, this is where your career story takes off.

Remote Work:

This position is eligible for remote work, within Canada, under our mobile workforce program. Please note that work arrangements are subject to change at the discretion of the business.

Overview of role:

WestJet is seeking Service and Sales Agents to join our Cargo team. These individuals can exhibit a high standard of excellence, enjoy challenges, and are results driven. Must be highly motivated and demonstrate the ability to work in an agile environment.

WestJet's Cargo Service and Sales Agents are responsible for creating a remarkable experience for our guests through one-on-one telephone and/or email to provide quotes, book cargo on WestJet and partner flights, sell add on services (such as trucking and pet comfort stops) and provide information for guests with varying needs. You are often the first point of contact for our guests and play an essential and crucial role as a WestJet brand ambassador. We want to make sure our guests enjoy their contact with you, therefore, you are there to educate and help our Guests, while creating the experience our Guests have come to know and love about WestJet

Key deliverables include:

  • Book cargo air waybills for internal and external guests, answer questions and provide general information about WestJet Cargo
  • Use effective communication skills and sale techniques to help our guests choose the best cargo solution for them, including providing upsell opportunities
  • Develop a strong understanding of business rules associated with variations of cargo operations and commodities to ensure successful guest fulfilment
  • Provide post booking support, such as changing and cancelling air waybills, using our cargo reservation system including email communication.
  • Effectively research and make decisions based on the information you have available to you, while balancing the needs of the guest with the needs of the business
  • Conduct several tasks off the phone, as assigned, including monitoring reports, cargo movement, tracking and tracing, e-pouch monitoring, advance contract bookings, etc
  • Manage escalations via your Cargo Support team and other internal stakeholders
  • Adhoc projects as assigned

Experience and qualifications:

  • High School diploma
  • Exceptional guest service skills and effective verbal and written communication skills
  • Smart, independent, self-motivated, empathetic, solutions focused, and passionate about supporting our guests
  • A proven track record of punctuality and reliability
  • Intermediate to advanced proficiency with computers and experience working within a Windows-based environment, including Microsoft Word, Excel, Outlook and instant messaging; with a minimum typing speed of 40 words per minute
  • A combination of 2 years' experience in a cargo sales environment and/or customer service-related capacity; including experience in air cargo, freight forwarding, trucking or other logistics is considered an asset
  • Having an advanced level of written and spoken English in addition to one of the languages from the following list considered a strong asset:
  • French (preferred)
  • Spanish (preferred)
  • Japanese
  • Cantonese

  • Mandarin

  • Ability to sit for long periods of time and handle high call and email volumes

  • Organizational fit for WestJet culture, supporting our Mission, Vision and Values

Schedule Information:

  • Shift Work - Our Customer Service Centre operations are days a year and will require you to be flexible and available to work early mornings, evenings, weekends, and holidays
  • You will be scheduled through a 3-week rotational schedule with four 10-hour shifts per week

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

  • A fun and friendly culture with colleagues who work together to win
  • Travel privileges for you and your family, effective from your start date
  • Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.

As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada's leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences, and backgrounds, and if you're passionate about this role, we encourage you to apply - even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity, and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at

We value the time and effort you put into your application. Our recruitment process is highly competitive, and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. We encourage you to explore future opportunities with us if this role isn't the right fit at this time.

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