Porter Airlines Logo

Bilingual Call Centre Agent

Company Description

Porter Airlines provides 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, 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., Myrtle Beach, S.C., and Stephenville, N.L.

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at flyporter.com.

Job Details

WHY CHOOSE PORTER AIRLINES?

 

  • Professional Growth 

  • Unlimited Staff Travel Perks inclusive of close family and friends

  • Medical & Dental Coverage

  • Paid Training 

  • All equipment provided

  • Work with a supportive team

  • Internal growth opportunities

  • Networking

  • Potential pay progression after the first six months (performance based)

 

GROW WITH PORTER!

 

Porter recently announced an expansion of its network across North America, acquiring up to 80 new Embraer E195 – E2.  This growth plan will make Porter a national airline and create incredible opportunities for team members to expand skill sets, work on new projects, and experience our vast network of destinations.

 

WHO ARE WE LOOKING FOR?

 

  • Customer-centric professionals

  • Self motivated individuals

  • Problem solvers

 

Class Start Date: November 15, 2021

 

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.

  • 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 .

  • Proficient in all Google Office products including GMail 

  • Proficient in MS product suite ( Spreadsheets and Presentations are part of the role)

  • Positive customer-focused attitude and attention to detail

  • Strong verbal communication and interpersonal skills

  • Ability to communicate in English and French is a requirement

  • Must have a dedicated & quiet work space at home

  • Ability to maintain concentration and work effectively from home

  • Ability to make decisions and meet deadlines while handling multiple responsibilities. 

 

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.
    #LI-DNI

  • September 24, 2021
  • 69-64-07

Instructions

We are sorry, but this opportunity is no longer available.
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