Porter Airlines - Customer Service Representative, Part Time (YOW)
ID
2023-3794
Category
Airports
Position Type
Part-Time
Airport/Location
YOW - Ottawa
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
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 oversee 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 method 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 a 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
Ability to obtain necessary security clearances
Able to work in a fast-paced environment
Able to multitask and handle stressful situations
Need to be detailed oriented
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
Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
Must be able to assist with wheelchair transfers and all special service request passengers
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.