Bilingual Customer Support Agent - Full-Time
Job Description & How to Apply Below
We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.
Duties & Responsibilities
Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution
Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy
Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program
Promote and guide customers in the use of digital self-service tools
Process reservations, including new bookings, modifications, cancellations, and applicable fee collection
Support travel agency reservations and general inquiries
Achieve established performance targets for call quality, efficiency, availability, and schedule adherence
Apply resourcefulness, empathy and fairness in resolving customer concerns
Support additional team and departmental duties as required
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
High school diploma or equivalent is required
Completion of college or other post-secondary programs preferred
Fully proficient in French and English with strong verbal communication skills
Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week. Schedules are determined by Workforce Management (WFM) based on operational requirements, including call volumes and call patterns.
Must be able to complete the initial mandatory two-week full-time new hire training program
Demonstrated ability to work independently and manage challenging conversations professionally and confidently
Dedicated and quiet home workspace conducive to handling customer calls
Strong problem-solving abilities and a positive, empathetic attitude
Basic geography knowledge and foundational math skills
Location
Fully Remote - Work From Home (WFH) (Canada-based) #LI-Remote
Company Description
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®.
Visit or follow @porter airlines on Instagram, Facebook and X.
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