Customer Service Agent, YWG (Part Time)

Westjet-Airline; Winnipeg; On-site; CAD 21,000 - 28,000; Part time

Job summary

WestJet’s Customer Service Agents are the first in-person contact for guests, helping them have a positive airport experience from check-in through boarding and beyond. You will represent the WestJet brand with professionalism, empathy and a calm, helpful demeanor.

This part-time role requires at least two years in a customer-facing position, the ability to walk long distances, stand for extended periods, lift up to 50 lbs, and comfort with Windows-based software in a fast-paced, 24/7

Qualifications

• Minimum of two years’ experience in a customer-facing role.
• Must be punctual and reliable in a fast-paced environment.
• Able to multitask and communicate effectively under pressure.
• Ability to walk long distances, stand for extended periods and lift up to 50 lbs.
• Proficient with Windows-based software and computer use.
• Experience in airline/travel/hospitality is a plus.
• Flexible with shift work in a 24/7 operation.
• Reading English proficiency required for training.

Responsibilities

• Provide a safe and positive airport experience for guests.
• Perform guest service tasks such as reservations, ticketing, and kiosk support.
• Troubleshoot itinerary changes and issues with disrupted flights and baggage.
• Follow procedures to ensure on-time performance (SPOT).
• Uphold exceptional guest service standards in all interactions.
• Manage challenging situations professionally with the public.
• Adhere to uniform and appearance standards and perform other duties as assigned.

Skills

Customer service

Multitasking

Communication

Punctuality

Tools

Windows

Kiosk systems

Job description

We are proactively hiring to pool candidates for anticipated upcoming vacancies. This is a part-time position with scheduling requirements averaging 20-30 hours per week.

What this role is all about:

WestJet's Customer Service Agents are responsible for helping our guests have a positive experience getting through the airport and on to the aircraft. You are often the first in-person point of contact for our guests and play a crucial role as a WestJet brand ambassador.

Your expertise is essential in providing a safe and stress-free experience by helping guests check-in, supporting self-serve kiosks, preparing the aircraft for on-time departure, executing successful deplaning and boarding processes, greeting our most recent arrivals, assisting guests with connections, and more! You are there to help our guests, while creating the experience our guests have come to know and love about WestJet.

What you will bring to the team:

• You are a true customer service agent and possess a minimum of two years’ experience in a customer-facing role.
• You understand the importance of safely performing on-time and bring a proven track record for punctuality and reliability.
• You are a multitasker, comfortable working in a fast-paced, time-sensitive environment, and work well under pressure.
• You must have the ability to walk long distances, stand for extended periods of time and be able to lift up to 50lbs.
• You are an effective communicator with demonstrated proficiency with computers and recent experience using Windows-based software.
• Prior experience working in an airline, travel, tourism or hospitality would be considered an asset.
• Ability to work a flexible work schedule. You will be required to work shift work, as we are a 24/7 operation.
• Candidates must be proficient in reading the English language as one requirement to be successful in the completion of training. Our training environment has evolved and has become more virtual and self-directed than in the past. This change has resulted in an increase in reading requirements via independent and on-line learning as an integral part of the training program.

Responsibilities:

• Providing a safe and positive airport experience for our guests travelling through our airport.
• Perform guest service tasks such as processing service fees, creating new and/or changing reservations, issuing tickets, support self-serve kiosks, assisting guests with mobility issues, aircraft arrivals and departures.
• Troubleshooting Concerns - Assisting guests with itinerary changes, supporting guests with disrupted flights as well as delayed and damaged baggage. Providing a safe and positive airport experience for our guests travelling through our airports.
• Follow all procedures to safely perform on time (SPOT).
• Ensure and uphold exceptional guest service standards.
• Effectively manage uncomfortable or challenging situations with the public.
• Carry oneself with the utmost professionalism and poise while on-duty or in the public eye.
• Must adhere to uniform and appearance standards as prescribed under company policy.
• Other duties as assigned.