We are looking for a highly motivated and customer-focused Bilingual Customer Service Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and needing information. You will provide exceptional service by communicating professionally, demonstrating empathy, and efficiently finding solutions, thereby contributing to a smooth and refined customer experience.

Duties and Responsibilities

• Provide exceptional customer service to clients and travel agencies, with a focus on first contact resolution
• Provide attentive, professional, and empathetic interactions consistent with our philosophy of offering a refined flight experience
• Respond to customer inquiries regarding products, services, destinations, and the VIPorter loyalty program
• Promote and guide customers in the use of self-service digital tools
• Process bookings, including new bookings, modifications, cancellations, and recovery of applicable fees
• Provide support for travel agency bookings and general inquiries. Achieve established performance targets for call quality, efficiency, availability, and schedule adherence
• Demonstrate resourcefulness, empathy, and fairness in resolving customer concerns
• Actively participate in Porter's safety management system, including reporting hazards and incidents, and promoting the company's safety policy
• Assume all other responsibilities as required to support team and department activities

Behavioral Competencies

• Safety awareness: identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others.
• Teamwork: collaborate with others to achieve organizational goals.
• Passenger and customer service: provide excellent service to internal and external (passenger) customers.
• Sense of initiative: manage situations and problems perseveringly and persistently by seizing opportunities that arise.
• Results-oriented: focus efforts on achieving high-quality results, in accordance with organizational standards.
• Communication focus: listen and communicate openly, honestly, and respectfully with different audiences, promote dialogue, and seek consensus.

Qualifications

• Authorized to work permanently in Canada
• High school diploma or equivalent is required
• College diploma or other post-secondary education, an asset
• Proficiency in French and English, and excellent verbal communication skills
• Availability to work flexible shifts between 5 a.m. and 2:30 a.m., seven days a week (schedules are determined by the workforce management team based on operational requirements, including call volume and patterns)
• Availability to attend and successfully complete our two (2) full-time new employee training program
• Demonstrated ability to work independently and manage difficult conversations professionally and confidently
• Dedicated, quiet home workspace conducive to handling customer calls
• Excellent problem-solving skills and a positive, empathetic attitude
• Basic knowledge of geography and fundamental math skills

Company Description

Since 2006, Porter Airlines has been enhancing the economy class experience for every passenger by ensuring a warm welcome built on style, attention, and charm. Its fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including the coast-to-coast Canadian network, the United States, Mexico, the Caribbean, and Central America. Headquartered in Toronto, Porter Airlines is an official 4-star airline in the World Airline Ratings. Visit www.flyporter.com/fr-ca/ or follow @porterairlines on Instagram, Facebook, and X.