Customer Service Representative

Location: Enfield

Duties & Responsibilities   Provide high quality customer service.
Check in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation while ensuring the timely and accurate delivery of passenger luggage.
Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes and boarding the flight.
Monitor carry‑on luggage and operate jet ways, canopies and aircraft doors.
Be responsible for unaccompanied minors during their travel.
Assist passengers with a disability or reduced mobility including wheelchair assistance.
Assist arriving passengers and oversee the international arrivals baggage area.
Verify identification and direct communication passengers through the airport.
Provide assistance to passengers whose baggage is mishandled or damaged.
Complete reports (BIRs) and handle tracing to recovery of mishandled bags.
Arrange transportation methods to restore missing baggage to the rightful owner.
Respond to all passenger enquiries via telephone and email.
Maintain constant communication with the customer throughout the tracing or repair process.
Maintain accurate records and update PNR files.
Reconcile delivery service invoices.
Maintain commitment to the highest standard of customer service.
Assist other customer service staff where required in performing other functions.
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.
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   Ability to work on a permanent basis in Canada.
At least 2 years of experience in a customer service role, preferably in the airline industry.
Must be computer savvy with working knowledge of Google Docs, Sheets and Calendar.
Knowledge of baggage services handling procedures is preferable.
Ability to obtain necessary security clearances.
Detail oriented.
Ability to multitask.
Ability to work well in a team.
Proven positive track record when handling difficult situations and customers.
Dependability (clear attendance record and reliable on‑time reporting for work).
Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays.
Ability to work 25–30 hours per week (part time).
Must be capable of lifting/pushing/pulling up to 50 lbs on a regular basis.
Must be able to safely operate/push passengers in wheelchairs from arrival at the airport to the aircraft, and from the aircraft to the point of departure from the airport.
Supports and adheres to all company policies.
Ability to communicate and correspond clearly and precisely in English.
We are looking for outgoing, motivated and energetic individuals who want to start or grow a career in aviation. Our fast‑paced airport environment is ideal for those who like to keep moving, stay challenged and pride themselves on delivering exemplary customer service.
Benefits include RRSP matching, medical and hospital coverage, and unlimited access to staff travel perks to Porter destinations, whether working part‑time or full‑time.

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