Job Description
Reporting to the Station Manager – YUL; the Customer Service Representative contributes to the efficient day-to-day operations of the department
Your main responsibilities in this role include the following:
Duties and Responsibilities
Provide high quality customer service to passengers
Check-in passengers for flights at the ticket counter, assign seats, issue boarding passes and verify passenger identification and travel documents
Tag passenger bags to correct destinations
Board passengers onto flights, tag gate checked bags and verify travel documents
Make pre-boarding and general boarding announcements
Monitor carry-on luggage and operate jet ways, canopies and aircraft doors
Assist all passengers with special needs including passengers in wheelchairs, unaccompanied minors, visual and hearing impaired passengers
Assist arriving passengers and oversee the Domestic and International Arrivals baggage area
Verify identification and direct connection passengers through the airport
Assist with the stocking and maintenance of passenger lounges
Provide assistance to passengers whose baggage is mishandled or damaged
Maintain accurate records and update passenger files
Complete detailed and Accurate pre-departure paperwork, including Weight and Balance.
Assist other 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
Job Requirements
Ability to work on a permanent basis in Canada
Experience in a customer service environment, preferably in the airline industry
Ability to obtain necessary security clearances
Able to work in a fast paced environment
Able to multitask and handle stressful situations
Need to be detailed oriented
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
Must be able to assist with wheelchair transfers and all special service request passengers
Supports and adheres to all company policies
Ability to communicate and correspond clearly and precisely in English
Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus
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
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