Facilitator

GardaWorld; Montreal; On-site; CAD 40,000 - 50,000; Full time

Job summary

A global security leader in Montreal is seeking a Facilitator to provide bilingual customer service and assist passengers during screening. The role requires empathy, active listening, and the ability to adapt to customer needs. Candidates should have strong customer service experience and be fluent in French, with English as an asset. You will receive training in various screening procedures and contribute to creating a safer environment.

Qualifications

• Strong empathy and active listening skills are essential.
• Minimum of 1-3 years of customer service experience is required.
• Ability to provide physical support to passengers with reduced mobility.

Responsibilities

• Provide high level of customer service to the travelling public.
• Engage with passengers needing assistance through the screening process.
• Explain screening options available to passengers.

Skills

Empathy

Active listening

Customer service

Fluency in French

Fluency in English

Education

Post-secondary education or equivalent work experience

Job description

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Business Unit: Aviation Services

Career Area: Operations and Administration

Location:

Montréal, Quebec, CA

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 inFrench
• Ability to communicate fluently, clearly, and effectively inEnglish considered an asset
• 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.
• Employment Type: Permanent
• Location: Montreal, QC

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.