Bilingual Customer Service Representative

ASP Incorporated; Ottawa; On-site; CAD 25,347 - 26,587; Full time

Benefits offered by this job

Competitive remuneration

Benefits package

Diverse and engaging workplace

Job summary

A.S.P. Incorporated is seeking a bilingual Customer Support Representative to join our team at Ottawa International Airport. You will greet passengers, provide directions, and help manage passenger flow while delivering excellent service.

The role requires a high school diploma, full bilingual proficiency, and at least one year of customer service or security experience. You must be able to work a 24/7 shift including nights and holidays, and be eligible to work in Canada with RAIC if needed.

Qualifications

• Must be fully bilingual in French and English.
• Excellent written and verbal communication and active listening skills.
• Minimum one year verifiable experience in customer service or security.

Responsibilities

• Greet customers and provide direction and assistance to all passengers.
• Monitor passenger flows and congestion, coordinating with Shift Supervisor.
• Determine eligibility and direct passengers to appropriate queues while delivering superior service.
• Assist passengers with processes, including use of kiosks and automated systems.
• Establish positive working relationships with other terminal service providers.

Skills

Bilingual (French/English)

Excellent communication

Active listening

Attention to detail

Self-motivated

Education

High school diploma or Grade 12

Job description

BILINGUAL CUSTOMER SUPPORT REPRESENTATIVE- OTTAWA AIRPORT

Are you passionate about Safety & Security and seeking opportunity to join a team of Security Professionals?

A.S.P. Incorporated has provided security and customer service solutions for over 20 years to Canadian clients. We employ in excess of 2000 employees and are a subsidiary of ICTS EUROPE, which is operating in 22 countries and employing more than 17000 professionals. A.S.P. provides services to some of the largest airports in Canada and has a significant presence in the Commercial and Residential spaces in Ontario and Alberta.

A.S.P. is looking for Passenger Assistance Representatives to provide passenger flow and queue management and access control into various areas of the Terminal at Ottawa International Airport. CSR's are required to quickly and efficiently determine eligibility requirements and stream passengers into various queues while providing an exemplary level of customer/passenger service. CSR's are often the "first point of contact" with passengers and their objective is to make that interaction an exceptional experience for each and every passenger.

What you will do:

• Greet customers, provide direction, exceptional customer service and assistance to all passengers.
• Proactively monitor passenger flows into the Primary Inspection Lane as well as monitor congestion points and capacity levels at the Customs Hall and notify Shift Supervisor of any concerns.
• Coordinate passenger flows at key areas as directed by the Shift Supervisor.
• Practice safety‑conscious behaviours and situational awareness.
• Quickly and efficiently determine eligibility requirements and stream passengers into queues while providing superior customer service.
• Validate/confirm passengers’ need and right of entry/exit to/from controlled and restricted areas.
• Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks.
• Control the backflow of passengers into controlled/restricted areas.
• Anticipate and create memorable passenger experiences.
• Establish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (e.g., wheelchairs, electric passenger carts, baggage carts, porter services, etc.).

Who you are:

• Minimum high school diploma or Grade 12 education.
• Fully bilingual in both French and English.
• Minimum of one (1) year verifiable experience in a customer service/security field or equivalent.
• Eligible to work in Canada.
• Physically capable of performing all duties as set out in the job/position description, including the ability to stand for prolonged periods, walk long distances and lift and relocate stanchions to manage and adjust queues.
• Self‑motivated with strong attention to detail.
• Excellent written and verbal communication and active listening skills.
• Able to work a 24/7 rotation shift schedule, including nights, weekends, and holidays.
• Willing to provide a criminal record check upon request.
• Possession of a valid Restricted Area Identity Card (RAIC); if not, must apply for an RAIC prior to starting employment.
• Successful completion of initial and recurrent company training is a pre‑requisite for employment.

This posting is for an anticipated vacancy.

We welcome applicants of all backgrounds. This posting does not require Canadian work experience.

Use of AI in hiring:

• ASP may use automated or AI‑enabled tools to support applicant screening and selection. Human review is part of the final hiring decision.

Compensation

• Expected compensation: $18.40 - $19.30 per hour.
• The compensation range reflects base hourly pay and does not include overtime or premiums where applicable.

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• Diverse and engaging work environment.
• People‑first mentality.
• Competitive remuneration and benefits package.

A.S.P. Incorporated is committed to diversity within the communities we serve. We encourage all qualified professionals to apply and invite anyone requiring accommodation to notify us during the recruitment process.

To apply please visit www.security-asp.com