Call Centre Agent

Job Summary

Are you a skilled communicator with a passion for providing exceptional customer service? Do you thrive in a fast-paced environment where problem-solving and empathy are key? If so, we have an amazing opportunity for you! Join our team as a Work-From-Home Call Centre Agent in the dynamic airline industry.

As a Call Centre Agent, you will play a crucial role in assisting our passengers who require support throughout their travel. Your exceptional communication skills and ability to provide empathetic assistance will shine in this role. You'll be part of a team dedicated to ensuring passengers' travel experiences are as smooth as possible.

Why Choose This Role

• Work from Anywhere: Say goodbye to the daily commute! This is a 100% work-from-home position, providing you with the flexibility to work in the comfort of your own space.
• Meaningful Customer Interaction: Every call is an opportunity to make a difference. Your problem-solving skills and attentive listening will make an impact and leave our passengers satisfied.
• Supportive Environment: Join a team that values positivity, empathy, and refined customer service. You'll receive training and guidance to excel in your role.
• Travel Perks: Enjoy the incredible benefit of staff travel to any destination serviced by our airline starting on day one. Your next adventure could be just a flight away!
• Earn a competitive wage of $17.50/hour with the potential to increase.
• Career Growth: We recognize and reward excellence. With dedicated effort and outstanding performance, other opportunities will become available.
  
  

Duties & Responsibilities

• Provide exceptional customer service with a focus on achieving first-call resolution.
• Exhibit attentive, memorable, and empathetic interactions, reflecting our commitment to quality service.
• Assist passengers with inquiries about our airline's products, services, destinations, and loyalty program.
• Actively promote the use of digital tools to complete passenger transactions.
• Handle reservation-related tasks, including new bookings, changes, cancellations, and fee collection.
• Meet performance targets related to call quality, efficiency, availability & adherence.
• Collaborate with travel agencies to address inquiries and reservations.
• Approach challenges with resourcefulness and fairness, finding equitable solutions.
• Embody our "Flying Refined" philosophy, ensuring a consistent passenger experience.
• Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.
• Other duties as needed to support the team.
  
  

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

• Fully proficient in English with excellent verbal communication skills.
• Comfortable conversing with customers over the phone even in challenging situations.
• Ability to work full-time, adhering to flexible and rotating shifts between 5:00 am and 2:30 am EST / 7 days per week.
• Dedicated and quiet workspace at home, ensuring a conducive environment for customer calls.
• Strong problem-solving skills and a positive, empathetic attitude.
• Availability to complete a 2-4 week training program.
• Passion for contributing to a supportive team.
• Knowledge of geography and basic math functions.
• High School diploma or equivalent.
  
  

Porter Airlines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Location

Remote - Work From Home (WFH)

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 a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.