Agent, Customer Service

Canadian North; Ottawa; On-site; CAD 24,000 - 35,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Retirement plan

Discounted travel privileges

Free travel passes

Career growth opportunities

Job summary

Canadian North in Ottawa seeks a Customer Service Agent to deliver top-tier passenger service, handling check-ins, baggage processing, and general inquiries with professionalism.

The role operates under the UNIFOR Collective Agreement, with starting pay at $21.50 per hour and a language premium of $2.00 per hour for Inuktut speakers; relocation assistance is not available. Location is Ottawa, ON, with irregular hours including weekends.

Qualifications

• High school diploma or equivalent
• Bilingual in English/French or English/Inuktitut is an asset
• Strong communication and interpersonal skills
• Team player with ability to multitask
• Willing to work irregular hours and shifts
• Must be able to obtain Airport ID clearance

Responsibilities

• Process passengers and baggage
• Make reservations and manage fare calculations
• Respond to travel agency inquiries and assist with special needs
• Handle inquiries and escalations with professionalism
• Record flight times and assist with tickets and sales reports
• Maintain records and support IRROP response

Skills

Strong communication

Interpersonal skills

Teamwork

Multitasking

Customer service orientation

Shift work

English/French or English/Inuktitut

Education

High school diploma or equivalent

Job description

At Canadian North, we don't just fly planes, we connect people, deliver essential goods, and support 25 northern communities that rely on us every day. Whether you're on the ground or in the air, working with us means being part of something bigger.

You'll help strengthen communities, honor Indigenous cultures, and bring vital services to some of the most remote and remarkable places in Canada.

Why You’ll Love Working With Us

• Competitive Pay & Benefits – Comprehensive medical, dental, and retirement plan
• Discounted Travel + Free Travel Passes – Enjoy worldwide flight privileges after probation
• Career Growth – Build your aviation career with the trusted airline of the Arctic

Total Rewards & Employee Benefits

We’re committed to offering a comprehensive benefits package that supports your health, security, and future.

• Extended health, dental, and life insurance (after 1 month)
• Short- & long-term disability coverage (after 1 month)
• Retirement savings plan (after 6 months)
• Travel privileges with Canadian North (after 1 month) and partner airlines (after 6 months)
• Cargo shipping privileges (per company policy)
• Opportunities for advancement within a trusted Canadian airline

About this position

The Customer Service Agent is responsible for ensuring the highest level of customer service for our passengers by processing passenger check ins, processing baggage, and assisting with general inquiries.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $21.50 per hour, in accordance with the UNIFOR Collective Agreement, or commensurate with experience. In addition, candidates fluent in Inuktut will receive a language premium of $2.00 per hour.

Reporting to: Regional Manager, Airports East

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Process passengers and baggage;
• Make reservations and compute fares;
• Respond to travel agency inquiries
• Assist passengers with mobility and special needs;
• Assist customers with escalations and complaints;
• Issue tickets and process sales reports for deposit;
• Process claims for damaged or missing baggage;
• Record flight arrival and departure times;
• Conduct radio communications with the aircraft;
• Participate in IRROP response;
• Maintain records as required; and
• Complete other duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High school diploma or equivalent related experience;
• Bilingual in English/French or English/Inuktitut is considered an asset;
• Must possess strong communication and interpersonal skills;
• Works well in a team environment;
• Ability to multitask and prioritize tasks;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada an asset.

Accommodation During the Recruitment Process

Canadian North is committed to creating an inclusive and accessible workplace. Accommodation is available upon request at all stages of the recruitment and onboarding process. If you require accommodation, please email [e-mail] and we will work with you to meet your needs.

Please note: Relocation assistance is not available for this position. The successful candidate must be located in Ottawa, ON.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled.