Full-Time Bilingual Call Centre Agent

FUNCTION: Reporting to the Manager, Call Centre with daily oversight by the Supervisor, Call Centre, the Call Centre, Remote Agent is responsible for providing customer reservation and information support that reflect Porter’s flying refined brand and philosophy.

DUTIES AND RESPONSIBILITIES:

• Answer general inquiries about Porter, destinations, travel related information and VIPorter program
• All reservation related duties as they pertain to Porter or Interline bookings including making new reservations, changes, cancellations and collecting associated fees
• Assist travel agency inquiries and reservations
• 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

 TRAINING:

 ·         A six (6) week training program will be completed on site at Billy Bishop Toronto City Airport with on-site coaching.  Transition to the “Work at home” program will occur once you successfully complete the three month probation period.

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 in both English and French 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, customer service 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 & WORKPLACE REQUIREMENTS

·         Must be able to work from Billy Bishop Airport for at least the first 3 months of employment and be on the “commutable” Porter network area when working as a Remote Call Centre Agent

·         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