Remote Travel Support Specialist

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

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.