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About the Role

Seeking a customer-focused Customer Support Agent to provide support to passengers experiencing travel-related issues and inquiries. Deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless customer experience.

Responsibilities

• Deliver exceptional customer service with a focus on first-call resolution
• Provide attentive, professional, and empathetic interactions aligned with the "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

Requirements

• Ability to work on a permanent basis in Canada
• Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week
• 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

Skills

• Strong verbal communication skills
• Strong problem-solving abilities
• Positive, empathetic attitude
• Basic geography knowledge
• Foundational math skills

Location

• Fully Remote - Work From Home (WFH) (Canada-based)

Work Type

• Fully Remote
• Work From Home (WFH)
• Full-time

Education Level

• High school diploma or equivalent
• Completion of college or other post-secondary programs preferred

About the Company

• 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®.