Call Centre Agent

Thank you for your interest in joining the Porter team. Applications for this job posting will be considered for current and future openings. While we are excited to review your qualifications in advance, it may be some time before you hear from us based on the availability of start dates. If you are selected to continue with the application process, you will be contacted as roles are hired for.

Please note that this only applies to the Call Centre Agent position. If you have applied to other roles within the organization, you should expect to hear back from us within the communicated timeframe.

We appreciate your interest. Thank you for considering a career with Porter!

We are seeking highly motivated and enthusiastic Call Centre Agents to join our Porter team. This is a fully remote/working from home role (in Canada) and you will be responsible for handling inbound calls, answering customer inquiries, resolving complaints, and providing excellent customer service to our clients. As a Call Centre Agent, you will be the first point of contact for our Porter customers and play a key role in ensuring their satisfaction.

Duties & Responsibilities

• Answer general inquiries about Porter Airlines
• Assist with flight reservations (new, change and cancellations) and provide accurate information
• Promote drive to digital first (customer self service) model (help customers self service online or mobile applications
• Assist with travel agency and Porter Escapes inquiries
• Prioritize and deliver refined customer service, representing the Porter brand, in an empathetic, professional and courteous manner throughout interactions with passengers at all times
• Conduct all interactions in a positive, customer-service focused approach when helping passengers and/or communicating with fellow team members
• Ensure customers are assisted in a friendly and timely manner
• Administrative duties as required
• 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

• 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
• High school diploma or equivalent is required
• Ability to communicate clearly in English is a requirement
• Completion of college or other post-secondary programs preferred
• Ability to make decisions and meet deadlines while handling multiple responsibilities
• Strong communication and interpersonal skills
• Work rotating shifts including days, afternoons, evenings, weekends, and holidays
• Dependability (must have a clear attendance record and reliable on-time reporting for work)
• Must demonstrate the ability to work independently
• Strong computer skills – must be able to troubleshoot small computer glitches independently before calling for assistance
• Knowledge of geography and basic math functions

Location

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.