Customer Support Agent

Porter Airlines Inc.; Quebec; Hybrid; CAD 42,000 - 54,000; Full time

Job summary

Porter Airlines Inc. is seeking a customer-focused Support Agent to assist passengers with travel-related issues and inquiries, delivering the refined service behind the Flying Refined philosophy.

The role requires bilingual English and French communication, strong problem-solving, and the ability to work from a quiet home office on a Canada-based remote schedule. Training is provided and performance targets apply, including first-call resolution and schedule adherence.

Qualifications

• Must be fully proficient in French and English with strong verbal communication skills.
• Available to work flexible shifts between 5:00 a.m. and 02:30 a.m. EST, seven days per week.
• Able to complete mandatory two-week full-time training.
• Demonstrated ability to work independently and handle challenging conversations.
• Dedicated and quiet home workspace suitable for handling calls.
• Good basic geography knowledge and foundational math skills.

Responsibilities

• Deliver exceptional customer service to passengers and travel agencies with a focus on first-call resolution.
• Interacting professionally with customers in line with our 'Flying Refined' service philosophy.
• Assist customers with inquiries about products, services and destinations; promote VIPorter loyalty program.
• Promote and guide customers in using digital self-service tools.
• Process reservations including new bookings, changes, cancellations, and fee collection.
• Support travel agency reservations and general inquiries.
• Meet performance targets for call quality, efficiency, availability, and schedule adherence.
• Show empathy and fairness when resolving customer concerns.
• Support additional team and departmental duties as required.

Skills

Bilingual French & English

Strong verbal communication

Problem solving

Independent worker

Remote home workspace

Geography knowledge

Basic math skills

Flexible shifts

Education

High school diploma or equivalent

Post-secondary education 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 French and English with strong verbal communication skills
• 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

Location

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

Company Description

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.