Customer Support Agent

Porter Airlines Inc.; Quebec; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

Porter Airlines is seeking a Customer Support Agent to join the Customer Service team. This role supports passengers with travel-related inquiries and issues, delivering exceptional service with empathy and problem-solving to ensure a refined customer experience.

You will handle reservations, assist travel agencies, and promote digital self-service tools while meeting performance targets and maintaining a quiet home workspace for calls.

Qualifications

• High school diploma or equivalent required.
• Completion of college or other post-secondary programs preferred.
• Fully proficient in English with strong verbal communication; French bilingualism preferred.

Responsibilities

• Deliver exceptional customer service with first-call resolution for passengers and travel agencies.
• Assist customers with inquiries about products, services, destinations, and the VIPorter loyalty program.
• Promote and guide customers to digital self-service tools.
• Process reservations, including new bookings, modifications, cancellations and applicable fees.
• Support travel agency reservations and general inquiries.
• Achieve established performance targets for call quality, efficiency, availability and schedule adherence.
• Resolve customer concerns with empathy and fairness.
• Support additional team and departmental duties as required.

Skills

Customer service

Verbal communication

Bilingual English/French

Education

High school diploma

College/post-secondary preferred

Job description

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
• Fully proficient in English with strong verbal communication skills; French bilingualism is preferred
• Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week. Schedules are determined by Workforce Management (WFM) based on operational requirements, including call volumes and call patterns.
• 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
• Strong problem‑solving abilities and a positive, empathetic attitude
• Basic geography knowledge and foundational math skills

Fully Remote - Work From Home (WFH) (Canada-based) #LI-Remote

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®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.