Porter Airlines Logo

Bilingual Call Centre Agent

Company Description

Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L,  Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.

Job Details

Why choose Porter: 

  • Staff Travel: Permanent team members get access to Staff Travel perks after 3 months of service. 

  • Benefits:  RRSP matching, Medical and Dental coverage, and work life balance are just a few of the perks that our Call Centre Team members enjoy. 

  • Ability to Work from Home

  • The starting rate for this position is $14 per hour

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 support and care to those who contact the Call Centre in a timely and professional manner.

 

DUTIES AND RESPONSIBILITIES:

  • Answer general inquiries about Porter

  • Book flights and provide accurate information

  • Assist travel agency inquiries

  • Administrative duties as required

  • Ensure customers are assisted in a friendly and timely manner

  • 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 high-quality consistent with the organization’s standards.

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

 

TRAINING:

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

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 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

WORKPLACE REQUIREMENTS:

  • Must have broadband internet access

  • Must have a workstation that is in a private and quiet area away from others in your residence and without noise and visible distractions

  • Must have a desk

  • Must have a chair with back support

 

  • October 30, 2019
  • 29-35-66

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