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About the Role
Seeking a customer-focused and highly motivated 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 and refined customer experience.
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
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
- Canada
Work Type
- Fully Remote
- Work From Home (WFH)
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®.