Customer Support Agent

Porter Airlines Inc.; Canada; Remote; CAD 42,000 - 54,000; Full time

Job summary

Porter Airlines Inc. is seeking a customer-focused and motivated Customer Support Agent to join our Customer Service team. You will assist passengers with travel-related inquiries, process reservations, and promote our digital self-service tools to deliver a refined, seamless experience.

The role emphasizes first-call resolution, empathy, and professional communication. You will support travel agency inquiries, uphold our Flying Refined service philosophy, and work toward agreed performance

Qualifications

• Ability to work on a permanent basis in Canada.
• High school diploma or equivalent is required.
• Completion of college or other post-secondary programs preferred.

Responsibilities

• Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution.
• Provide empathetic, professional 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.

Education

High school diploma or equivalent

College or post-secondary program

Job description

Job Summary

We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.

Duties & 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

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Ability to work on a permanent basis in Canada
• High school diploma or equivalent is required
• Completion of college or other post-secondary programs preferred),