Customer Care Advocate - Multiskilled

Reporting to the Supervisor, Customer Relations, the Multiskilled Advocate, is responsible for assisting customers in real-time via multiple channels, primarily via chat and social media. They will be called upon to answer inbound phone calls when required. As a representative of the Porter brand, they are expected to respond to passenger inquiries in a professional and helpful manner at all times.

The main focus of the role is:

• Answering customer inquiries via chat

• Answering and interacting with customers via social media (Twitter, Instagram, and Facebook)

• Answering inbound customer calls when required

• Handling same-day support and virtual CSR support for passengers on their day of travel

• Interacting with our interline partners to ensure passengers make their connecting flights

Your performance targets are KPIs related to Productivity, Reliability, and Quality. You will need excellent written and verbal communication skills. Bilingualism is an asset.

Shifts can be anywhere from 6am to 11pm, 7 days per week.

DUTIES AND RESPONSIBILITIES:

• Respond to customer inquiries on all social media platforms including Porter’s own chat tool, including “day of travel” and Virtual CSR type communication

• Monitor and respond daily to interline passenger reservations with a focus on ensuring “day of travel” reservations impacted by IROPS or schedule changes are actioned and communicated to passengers in a way that minimizes any disruptions to them

• Collaborate closely with SOCC operations to provide proactive “day of travel” flight disruption solution communications for impacted passengers 

• Back-up Call Centre by taking customer calls as required

• 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

• Use approved communication guidelines when addressing passengers and sharing proactive messages on chat and social media channels

• Escalate unique matters to the Manager, Customer Relations, recognizing the urgency and priority of specific “day of travel” situations

• Monitor and respond to customer comments across multiple social media networks, including Facebook and Twitter

• Represent Porter across social networks with the company brand voice and tone

• Assist with proactively monitoring and identifying customer trends or patterns on Porter’s social media channels

• Work collaboratively with other departments to investigate and resolve customer issues

• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply with and promote the Company Safety Policy

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 rotating shifts including early mornings, evenings, and weekends

• Post-secondary education preferred with a focus in corporate communications

• Previous experience in Navitaire required

• Previous experience with Zendesk an asset

• Expert knowledge of all social media channels including the use of social media engagement and monitoring platforms

• Bilingual (English and French) is preferred

• Exceptional written and verbal communication skills and grammatical accuracy is a must

• Positive customer-focused attitude, excellent organizational skills and attention to detail

• Ability to work professionally and collaboratively with other internal departments and within given timelines and/or established service levels

• Strong prioritization and “in the moment” decision making abilities

• Ability to understand and balance company and passenger needs

• Represent Porter across social networks with the company brand voice and tone

• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment

• Proficient in all Google Workspace and Microsoft Office products including Outlook, Excel, Word and PowerPoint

• Mandatory COVID-19 Vaccination