Facilitateur/Facilitator

GardaWorld; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading security company based in Mississauga is seeking a Facilitator to provide bilingual customer service at Toronto Pearson International Airport. Candidates should possess empathy and active listening skills, along with 1-3 years of customer service experience. Fluency in both French and English is essential. This full-time position offers an hourly rate of $25 and supports passengers requiring assistance. Join us to enhance customer experience and make travel safer for everyone.

Qualifications

• 1-3 years of customer service experience required.
• Fluent communication in both French and English is essential.
• Ability to adapt to customer needs and provide appropriate solutions.

Responsibilities

• Provide customer service to the travelling public.
• Assist passengers with disabilities during the screening process.
• Work closely with Screening Officers to ensure exceptional service.
• Maintain knowledge on disability-related issues in the transportation sector.

Skills

Customer service skills

Empathy

Active listening

Bilingual communication (French and English)

Education

Post-secondary education or equivalent work experience

Job description

Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse and dynamic team, and embark on a path that will allow you to grow both professionally and personally.

As a Facilitator, you will provide bilingual customer service and engage with passengers who need extra assistance through the screening process. You will be extensively trained on knowledge of Standard Operating Procedures and will gain an in-depth familiarity of Pre‑Board Screening procedures for special screening situations.

Facilitator Job Responsibilities

• Provide a high level of customer service to the travelling public.
• Engage with passengers and offer assistance to those who require support for hearing loss, vision loss, limited mobility, etc.
• If requested, accompany passengers through screening, helping with their belongings and explaining the process.
• Explain options available to the passenger for screening of their person and their special items, medical devices and aids, and sensitive cultural or religious items.
• Provide information about CATSA’s regulatory signage to passengers with vision loss (using CATSA tactile communications booklet).
• Work closely with Screening Officers and liaise with front‑line stakeholders to ensure passengers receive exceptional customer service.
• Proactively intervene where required, either in the queue or on the screening line.
• Maintain up‑to‑date knowledge on disability‑related issues and initiatives, with a focus on those in the transportation sector (for example, the Sunflower Lanyard program for people with invisible disabilities).

Facilitator Qualifications

• Post‑secondary education or equivalent work experience.
• Strong empathy, active listening, and customer service skills.
• A minimum of 1‑3 years of customer service experience.
• Ability to communicate fluently, clearly, and effectively in both French and English.
• Ability to adapt to customer needs/situations, provide appropriate solutions or alternatives.
• Ability to provide physical support to passengers with reduced mobility, upon request.
• Ability to stand and walk for extended periods of time.
• Hourly rate: $25/hour.
• Employment type: Full time (Unionized).
• Location: Toronto Pearson International Airport (YYZ).

If you’re ready to roll up your sleeves and dive into an exciting opportunity, we want to hear from you! Apply now and let’s build something incredible together.

GardaWorld: Make the world a safer place

GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.