Customer Care Advocate

Reporting to the Supervisor, Customer Relations, the Customer Care Advocate, is responsible for providing an effective and proficient response to incoming passenger inquiries through our website, with a focus on timely case resolution and customer satisfaction. The goal of the Customer Care Advocate is to retain passengers by delivering exceptional customer service while representing the Porter brand.  

DUTIES AND RESPONSIBILITIES:

• 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

• Approach all customer relations cases with the focus on expedient and successful resolution in accordance with Porter’s established guidelines

• Prioritize and provide immediate and/or timely responses to incoming passenger inquiries via email, letters or in person -  when applicable

• Respond effectively to customer retention matters and/or inquiries including research and issue tracking, dispute resolution, written and verbal passenger communications

• Help maintain internal training documentation up to date with the most accurate rules and policies

• Assist with proactively monitoring and identifying customer trends or patterns noticed through cases and act as the “Voice of the Customer” to Senior Leadership

• 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

• Provide back-up to Regulatory Affairs and Social Media team members as needed

• 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-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: 

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

• Aviation or hospitality customer relations experience is preferred

• Bilingual (English and French) is preferred

• Professional written and verbal communication skills

• Grammatical accuracy is a must

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

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

• Ability to multitask, prioritize and manage time effectively

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

• Previous experience using Zendesk,  Navitaire and Tableau an asset

• Ability to work shift work and/or weekends if required

• Mandatory COVID-19 Vaccination

LOCATION: Toronto (Billy Bishop Toronto City Airport - YTZ, Work From Home Opportunities) #LI-DNI