Porter Airlines Inc. Hiring for Call Centre Agent, – at Canada Full Time

• Emulate a positive willingness to assist all callers with a first call resolution objective
• Adhere to our quality assurance principles of being attentive, being memorable and demonstrating empathy
• Provide helpful assistance to general inquiries about Porter’s products and services, destinations, travel related information and VIPorter program
• All reservation related duties as they pertain to Porter including making new reservations, changes, cancellations and collecting associated fees
• Meet outlined performance metric targets surrounding quality, efficiency, sales and availability adherence
• Assist travel agency inquiries and reservations
• Problem solve equitably utilizing a resourceful and empowered approach
• Administrative duties as required
• Reflect and model Porter’s flying refined philosophy in all interactions
• 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
• Any other duties as assigned

BEHAVIOURAL COMPETENCIES:

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  Professionalism: Dealing with high touch executive inquiries and escalations.

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  Maintain confidentiality at all times: In this role you will have access to sensitive information.
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  Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
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  Teamwork: Working collaboratively with others to achieve organizational goals.
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  Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
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  Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
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  Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

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  Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Ability to work on a permanent basis in Canada
• High school diploma or equivalent is required
• Proficient in all Google Office products including GMail
• Proficient in MS product suite ( Spreadsheets and Presentations are part of the role)
• Positive customer-focused attitude and attention to detail
• Strong verbal communication and interpersonal skills
• Ability to communicate in English is a requirement, and French as well is preferred
• Must have a dedicated & quiet work space at home
• Ability to maintain concentration and work effectively from home
• Ability to make decisions and meet deadlines while handling multiple responsibilities
• Mandatory COVID-19 vaccination

• Must have a work area designated at your residence that is in a private and quiet area away from others in your residence and without noise and visible distractions including desk, chair and appropriate hard wired high speed internet connection.