Job Summary:
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
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Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy
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Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program
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Promote and guide customers in the use of digital self-service tools
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Process reservations, including new bookings, modifications, cancellations, and applicable fee collection
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Support travel agency reservations and general inquiries
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Achieve established performance targets for call quality, efficiency, availability, and schedule adherence
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Apply resourcefulness, empathy and fairness in resolving customer concerns
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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
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High school diploma or equivalent is required
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Completion of college or other post-secondary programs preferred
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Fully proficient in French and English with strong verbal communication skills
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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.
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Must be able to complete the initial mandatory two-week full-time new hire training program
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Demonstrated ability to work independently and manage challenging conversations professionally and confidently
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Dedicated and quiet home workspace conducive to handling customer calls
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Strong problem-solving abilities and a positive, empathetic attitude
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Basic geography knowledge and foundational math skills
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 North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. 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 X.
