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Fixed Term, Airline Customer Service Representative - Montreal At Porter Airlines Inc.

Location: Montréal, Quebec

Job Description

Reporting to the Station Manager – YUL; the Customer Service Representative contributes to the efficient day-to-day operations of the department.

DUTIES AND RESPONSIBILITIES:

  • Provide high quality customer service to passengers


  • Check-in passengers for flights at the ticket counter, assign seats, issue boarding passes and verify passenger identification and travel documents

  • Tag passenger bags to correct destinations

  • Board passengers onto flights, tag gate checked bags and verify travel documents

  • Make pre-boarding and general boarding announcements

  • Monitor carry-on luggage and operate jet ways, canopies and aircraft doors

  • Assist all passengers with special needs including passengers in wheelchairs, unaccompanied minors, visual and hearing impaired passengers

  • Assist arriving passengers and oversee the Domestic and International Arrivals baggage area

  • Verify identification and direct connection passengers through the airport

  • Assist with the stocking and maintenance of passenger lounges

  • Provide assistance to passengers whose baggage is mishandled or damaged

  • Maintain accurate records and update passenger files

  • Assist other 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


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

  • 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


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