Customer Service Representative - Toronto , Yyz

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

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

Behavioural Competencies

• Teamwork: Working collaboratively with others to achieve organizational goals.
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• 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.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

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

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.