Technical Support Representative
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We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.
Duties & Responsibilities
- Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution
- Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy
- Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program
- Promote and guide customers in the use of digital self-service tools
- Process reservations, including new bookings, modifications, cancellations, and applicable fee collection
- Support travel agency reservations and general inquiries
- Achieve established performance targets for call quality, efficiency, availability, and schedule adherence
- Apply resourcefulness, empathy and fairness in resolving customer concerns
- Support additional team and departmental duties as required
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
- High school diploma or equivalent is required
- Completion of college or other post-secondary programs preferred
- Fully proficient in English with strong verbal communication skills; French bilingualism is preferred
- Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week.
- Schedules are determined by Workforce Management (WFM) based on operational requirements, including call volumes and call patterns.
- Must be able to complete the initial mandatory two-week full-time new hire training program
- Demonstrated ability to work independently and manage challenging conversations professionally and confidently
- Dedicated and quiet home workspace conducive to handling customer calls
- Strong problem-solving abilities and a positive, empathetic attitude
- Basic geography knowledge and foundational math skills
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