32-95-65

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 Description

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

 

DUTIES AND RESPONSIBILITIES:

  • Emulate a positive willingness to assist all callers with a first call resolution objective
  • Adhere to our quality assurance principles of being attentive, being memorable and demonstrating empathy
  • Provide helpful assistance to general inquiries about Porter’s products and services, destinations, travel related information and VIPorter program
  • All reservation related duties as they pertain to Porter including making new reservations, changes, cancellations and collecting associated fees
  • Meet outlined performance metric targets surrounding quality, efficiency, sales and availability adherence
  • Assist travel agency inquiries and reservations
  • Problem solve equitably utilizing a resourceful and empowered approach
  • 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 

BEHAVIOURAL COMPETENCIES:

  • Professionalism:  Dealing with high touch executive inquiries and escalations
  • Maintain confidentiality at all times: In this role you will have access to sensitive information
  • Excel and PPT: Spreadsheets and Presentations are part of the role. You will need to be very proficient in both.
  • 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.

TRAINING:  

  • Successful candidates will be enrolled in a virtual training program during their onboard period into the role, with all required computer equipment provided in advance of the effective start date.

REQUIRED SKILLS:

  • 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

WORKPLACE REQUIREMENTS

  • 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

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