Porter Airlines Inc. Hiring for Customer Service Representative, – Montréal at Montréal, QC Full Time

DUTIES AND 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 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

Knowledge of baggage services handling procedures will be preferable

Ability to obtain necessary security clearances

Need to be detailed oriented

Possess the ability to multitask

Ability to work well in a team

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

Supports and adheres to all company policies

Ability to communicate and correspond clearly and precisely in English & French

Mandatory COVID-19 vaccination