Customer Service Representative - Toronto (Ytz)

WHY CHOOSE PORTER AIRLINES?

The Customer Service Representative role will not only give you the opportunity to grow your customer service skills, but it will also give you the opportunity to grow alongside one of Canada’s top rated airlines as we enter an exciting phase of growth and expansion. Our island airport, located in the heart of Downtown Toronto, offers individuals not only a convenient work location, but the chance to work with a dynamic team, in a fast paced environment that promotes equality, and growth.

BENEFITS OF WORKING AT PORTER?

In addition to the $17.41/hr wage. Porter gives you the opportunity to participate in our great benefits programs, such as RRSP Matching, Health & Dental coverage, and of course unlimited access to amazing staff travel perks to Porter destinations after 3 months of employment.

HOW WILL WE HELP YOU GROW?

Here at Porter we want to see you grow and succeed. That’s why we offer numerous different networking programs that our team members are able to take advantage of, giving you the opportunity to not only expand your skills but also giving you the chance to gain insight to the many different teams and departments that are behind our Skytrax 4 Star Rated airline.

WHO ARE WE LOOKING FOR?

We’re looking for outgoing, motivated and energetic individuals who are looking to start their career in the aviation field. Our fast-paced airport environment is the ideal place for those who like to keep moving, stay challenged and pride themselves in delivering exemplary customer service.

Duties & Responsibilities

• Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags.
• 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.
• Provide high quality customer service.
• Provide assistance to passengers whose baggage is mishandled or damaged.
• Maintain commitment to the highest standard of customer service.
• Process appropriate compensation when required (Delay bag vouchers).
• Respond to all passenger enquiries via telephone and email.
• Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors.
• Assisting arriving passengers and overseeing the International Arrivals baggage area.
• Monitor carry-on luggage and aircraft doors.
• 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.
• Maintain constant communication with the customer throughout the tracing or repair process.
• Assist CSR’s where required in performing other functions.
• Reconcile delivery service invoices.
• Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight.
• Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors.
• Other Duties as assigned.
• Maintain accurate records and update PNR files.
• Arrange transportation methods to restore the missing baggage to the rightful owner.

Behavioural Competencies

• 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.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

Qualifications

• Need to be detail oriented.
• Experience in a customer service environment, preferably in the airline industry.
• Ability to communicate and correspond clearly and precisely in English.
• Ability to work well in a team.
• Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays.
• Ability to work on a permanent basis in Canada.
• Dependability (must have a clear attendance record and reliable on time reporting for work).
• Supports and adheres to all company policies.
• Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis.
• Knowledge of baggage services handling procedures will be preferable.
• Ability to work 20-30 hours per week (part time)
• Ability to obtain necessary security clearances.
• Have a proven positive track record when handling difficult situations and customers.
• Possess the ability to multitask.

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.