Customer Service Representative - Toronto , YYZ

 

Job Summary:

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:

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

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.

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

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.

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