Job Summary:
Reporting to the Station Manager, Ottawa – YOW 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
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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
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Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight
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Monitor carry-on luggage and aircraft doors
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Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
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Assisting arriving passengers and oversee the International Arrivals baggage area
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Provide assistance to passengers whose baggage is mishandled or damaged
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Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags
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Arrange transportation method to restore the missing baggage to the rightful owner
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Respond to all passenger enquiries via telephone and email
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Maintain constant communication with the customer throughout the tracing or repair process
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Maintain accurate records and update PNR files
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Reconcile delivery service invoices
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Process appropriate compensation when required (Delay bag vouchers)
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Maintain a commitment to the highest standard of customer service
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Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors
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Assist CSR’s where required in performing other functions
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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
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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
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Experience in a customer service environment, preferably in the airline industry
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Ability to obtain necessary security clearances
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Able to work in a fast-paced environment
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Able to multitask and handle stressful situations
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Need to be detailed oriented
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Have a proven positive track record when handling difficult situations and customers
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Dependability (must have a clear attendance record and reliable on time reporting for work
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Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays
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Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
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Must be able to assist with wheelchair transfers and all special service request passengers
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Supports and adheres to all company policies
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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.
