OSR Supervisor; Customer Service Job Mississauga area,Ontario Canada,Customer Service/HelpDesk

Position: OSR Supervisor (Customer Service)

Job Description

WHAT'S THE JOB?

Ensure all OSRs are greeting members of the travelling public using the active offer or other French terminology as required by the GTAA

Successfully complete all required training and courses

Perform the work in accordance with instructions and directions issued by the GTAA

Act as a first point of contact for customer complaints/escalations and address as required.

Have an acceptable technical knowledge to work with automated processes

Always greet passengers with “Hello bonjour”

Ensure employees are Validating and confirming passengers need and right of entry/exit to/from controlled and restricted areas

Ensure employees Validate acceptable travel documentation to enable passenger entry to certain areas

Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks

Control the backflow of passengers into controlled/areas

Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers

Establish effective working relationships with other TSR’s and MO’s to ensure the availability of services consistent with passenger needs

Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events

Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers

Convey a professional and welcoming presence by interacting with employees, members of the traveling and general public while multi-tasking

Listen carefully and have patience with all passengers or visitors to Pearson

Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance

Take direction and react quickly to changing priorities

Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)

Maintain sharp observation skills along with awareness of surroundings

Read memos and communications before shift commences

Perform any additional duties assigned by management

Ensure stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.

Ensures realigned or added stanchions when queues grow to maintain line management

Ensures clean stanchions to maintain serviceability

Always ensure care and control of any technology devices

Qualifications

WHO ARE WE LOOKING FOR?

Successfully completed a minimum high school education or possess equivalent work related experience; 3 years of customer service experience

Minimum of 2 years experience supervising staff

Enjoy meeting and working with people while having an outgoing and engaging personality

Becomes a “I Am Toronto Pearson Ambassador”

Possess clear, concise communication skills in English;
French speaking an asset

Ability to read, understand and provide guidance/instructions to others

Ability to realign stanchions

Ability to work individually or within a team

Have a clear criminal record

Must be eligible to work in Canada.

Physically capable of performing all duties as set out in the Job/Position specifically physical demands of the position require the ability to stand for prolonged periods of time during the shift ability to walk long distances and the ability to lift and relocate stanchions in order to effectively manage and adjust queues

Self-motivated individual with a strong attention to detail.

Excellent written & verbal communication and active listening skills.

Able to work weekends, and holidays.

Possession of a valid Restricted Area Identity Card (RAIC), and ability to apply for RAIC prior to starting employment.

Successful completion of initial and recurrent company training is a pre-requisite for employment

Ability to use a handheld device to record data


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