Reporting to the Hub Manager, Toronto (YTZ); the Customer Service Representative contributes to the efficient day-to-day operations of the department.

DUTIES AND 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 for flights 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 aircraft doors
• Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors
• Assisting arriving passengers and oversee the International Arrivals baggage area
• Provide assistance to passengers whose baggage is mishandled or damaged
• Complete reports (BIR’s) and handle entire tracing to recovery of mishandled bags
• Arrange transportation method to restore the 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
• Process appropriate compensation when required (Delay bag vouchers)
• Maintain commitment to the highest standard of customer service
• Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors
• Assist CSR’s 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 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
• Experience in a customer service environment, preferably in the airline industry
• Knowledge of baggage services handling procedures will be preferable
• Ability to obtain necessary security clearances
• Need to be detailed oriented
• Possess the ability to multitask
• Ability to work well in a team
• Have a proven positive track record when handling difficult situations and customers
• Dependability (must have a clear attendance record and reliable on time reporting for work)
• Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays
• Must be capable of lifting/pushing/pulling up to 50lbs on a regular basis
• Supports and adheres to all company policies
• Ability to communicate and correspond clearly and precisely in English
• Mandatory COVID-19 vaccination