Facilitator

GardaWorld; Quebec; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join a dynamic and diverse team at a leading security firm where you can make a real difference in customer service. As a Facilitator, you will assist passengers during the screening process, ensuring their needs are met with empathy and professionalism. This role offers you the chance to grow both personally and professionally while working in a supportive environment. If you are passionate about helping others and possess strong communication skills in both English and French, this opportunity is perfect for you. Embrace a fulfilling career with a company that values diversity and provides exceptional training and advancement opportunities.

Qualifications

• 1-3 years of customer service experience is required.
• Strong empathy and active listening skills are essential.

Responsibilities

• Provide high-level customer service to passengers requiring assistance.
• Engage with passengers and explain screening processes.

Skills

Customer Service

Active Listening

Empathy

Fluency in English

Fluency in French

Education

Post-secondary education

Equivalent work experience

Job description

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Business Unit: Aviation Services

Career Area: Operations and Administration

Location: Quebec, 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 in French.
• Ability to communicate fluently, clearly, and effectively in English 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.

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 is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.