Contact Centre Agent (Home Based)
WESTJET
Vancouver, BC
*** Please be advised this is a Home Based position and you are required to live within 1 hour of the Vancouver International Airport ***

Your Story:
You have been told that you are great with people, you love helping others and, do so genuinely. Your ideal environment is interacting with others from the comfort of your own home. You are a natural communicator that will work to solve the issues of others. You can multitask using complex computer systems and don’t shy away from learning new technology.

The Role(s) Overview: Those who work in WestJet's Contact Centre are called Service and Sales Agents (SSAs). SSAs are responsible for creating a remarkable experience for our guests through one-on-one telephone contact to arrange air travel on WestJet flights, and provide information for guests with varying needs. SSAs are often the first point of contact for our guests and play an essential and crucial role as a WestJet brand ambassador. SSAs are there to educate and help our Guests, while creating the experience our Guests have come to know and love about WestJet!

WestJet is currently looking for talent for the following Service and Sales Agent position:

Bilingual Shift Work - Our Contact Centre operations are 24/7/365 days a year and will require you to have schedule flexibility and the ability to work on holidays.
Full-Time (40 hours per week) - 5 working days (8.5 hour shifts) with 2 days off.

Responsibilities:
Book air travel for internal and external guests, answer questions and provide general information about travel with WestJet.
Provide post booking support, such as changing and cancelling reservations, using our reservation system.
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.
Adhoc projects as assigned.

Qualifications:
High School diploma
Must be able to communicate with an advanced level of spoken and reading English and an additional language (spoken) from the following list:
Japanese
Cantonese
Mandarin
Spanish
French
Korean
Tagalog
Punjabi
Hindi
Italian
Portuguese
German
Dutch
A combination of two years’ experience in a sales environment and/or customer service related capacity
Exceptional guest service skills
Independent, self-motivated, empathetic, solutions focused, and passionate about supporting our guests.
A proven track record of punctuality and reliability.
Demonstrated strong computer skills with a minimum typing speed of 40 words per minute.
Intermediate to advanced proficiency with computers and experience working within a Windows-based environment, including Microsoft Word, Excel, Outlook and instant messaging
Experience using the SabreSonic Reservation System is an asset
Ability to sit for long periods of time and handle high call volumes
Organizational fit for WestJet culture
What are some of the perks?

Owners Performance Award (OPA)
Annually we review how we as WestJetters have performed over the year. On our Birthday in February we have a celebration and can earn additional money as an Owner’s Performance Award (OPA)!
Employee Share Purchase Plan (ESPP)
After successful completion of a 90-day period, employees are eligible to participate in our ESPP, where employees are eligible to purchase up to 20% of their base salary in WestJet shares and WestJet will match this amount dollar for dollar.
Profit Sharing
WestJet commits to sharing its profits with employee owners twice per year in May and November.
Travel Privileges
Begin within 10 days from your start date. You are able to fly anywhere we fly on an unlimited basis & at a small fee plus taxes. This applies to you, your travel companion, any children (up to 25 years old if they’re enrolled in school and up to 21 years old if they are not) and 2 parents.
You will receive 10 Buddy Passes annually (prorated) after 180 days of employment, to hand out for discounted travel to friends and/or family as you decide.
Employees/Travel Companion/Dependent Children are able to purchase up to 8 one-way confirmed seats in each calendar year at 50% off the lowest available fare at time of booking.
Additional reduced travel rates are available with Interline travel partners, including flight, hotel, car and other travel-related agencies.
Flexible Benefit Plan
We offer a Flexible Benefit Plan for full time employees which qualify them for basic benefits coverage, after successful completion 90 days, with the option to purchase upgraded coverage.
Includes life, health, dental, short-term and long-term disability with WestJet paying for the majority of the coverage. You are eligible after you have successfully completed your first three months at WestJet.

Other important information:
All contact centre positions require 9 weeks (in office) training at the YVR training facility.
All computer hardware required for the role will be provided.
Our positions are in-home roles and we require our agents to have the following environment for their home office to be successful:
High speed internet and phone line (hardwired 25 Mbps download and 2.5 Mbps upload);
Safe, secure and distraction free room with an ergonomic set-up enabling you to sit for long periods of time.
Your home must be wired to provide a separate phone line for work purposes.
Your home must be located in an area that established broad-band internet providers are able to service.
You must be located within 1 hour distance commute of the Vancouver International Airport 2100-5000 Miller Road, Richmond BC V7B 1K6
We would like to thank all applicants in advance for their interest in WestJet. We believe in enriching the lives of everyone in WestJet's world and encourage applications from all qualified individuals. Our ongoing efforts toward evolving total diversity will continue to be the way we do business every day. As owners, we believe in celebrating everyone’s unique skills, perspectives and experiences. WestJet is committed to inclusiveness, equity and accessibility. We encourage all qualified candidates to apply.
If you inspire greater creativity and innovation towards reaching new altitudes and meet the qualifications for the position in which you are interested, we welcome you to complete an online application. WestJet is a great place to land - powered by Talent and Growth.

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 utilize safe work practices to ensure your well-being and the safety of others.