New job Bilingual Call Centre Agent in Quebec

Reporting to the Manager, Call Centre with daily oversight by the Supervisor, Call Centre; the Call Centre Remote Agent is responsible for providing tailored customer reservation and information support that reflect Porter’s flying refined brand and philosophy.

DUTIES AND RESPONSIBILITIES:

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Emulate a positive willingness to assist all callers with a first call resolution objective

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Adhere to our quality assurance principles of being attentive, being memorable and demonstrating empathy

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Provide helpful assistance to general inquiries about Porter’s products and services, destinations, travel related information and VIPorter program

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All reservation related duties as they pertain to Porter including making new reservations, changes, cancellations and collecting associated fees

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Meet outlined performance metric targets surrounding quality, efficiency, sales and availability adherence

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Assist travel agency inquiries and reservations

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Problem solve equitably utilizing a resourceful and empowered approach

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Administrative duties as required

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Reflect and model Porter’s flying refined philosophy in all interactions

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Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

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Any other duties as assigned

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BEHAVIOURAL COMPETENCIES: *

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Professionalism*: Dealing with high touch executive inquiries and escalations.

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Maintain confidentiality at all times: In this role you will have access to sensitive information.

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Concern for Safety: * Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

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Teamwork: * Working collaboratively with others to achieve organizational goals.

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Passenger/Customer Service: * Providing service excellence to internal and/or external customers (passengers).

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Initiative: *Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

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Results Focus: * Focusing efforts on achieving high quality results consistent with the organization’s standards.

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Fostering Communication: * Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

QUALIFICATIONS:

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Ability to work on a permanent basis in Canada

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High school diploma or equivalent is required .

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Proficient in all Google Office products including GMail

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Proficient in MS product suite ( Spreadsheets and Presentations are part of the role)

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Positive customer-focused attitude and attention to detail

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Strong verbal communication and interpersonal skills

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Ability to communicate in English and French is a requirement

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Must have a dedicated & quiet work space at home

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Ability to maintain concentration and work effectively from home

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Ability to make decisions and meet deadlines while handling multiple responsibilities.

WORKPLACE REQUIREMENTS:

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Must have a work area designated at your residence that is in a private and quiet area away from others in your residence and without noise and visible distractions including desk, chair and appropriate hard wired high speed internet connection.
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Job Type: Full-time

Work Location: Multiple Locations