Position Summary

Reporting to the Base Manager, the Call Centre Agent is responsible for positive, friendly and prompt customer service, ensuring that all customers/passengers phoning the call centre with inquiries and/or complaints are handled effectively and professionally, actively demonstrating and continuously supporting customer sales and service standards at all times.

Personal Characteristics

• Able to investigate and troubleshoot customer service issues
• Able to resolve conflicts, negotiate and manage customer issues professionally
• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• Able to handle stressful situations in a calm and effective manner
• Possess active listening skills to determine customer needs and a best course of action
• Customer Service-oriented with a commitment to exceptional service
• Strong attention to detail
• Work well under pressure and exercise tact and patience when dealing with both employees and customers
• High level of respect, understanding and regard for First Nations communities

Key Responsibilities and Accountabilities

• Answer customer inquiries and complaints in person and on the phone regarding fares, flight schedules, routes and operational requirements with sound judgment, diplomacy, and tact
• Input correct passenger information and Flight notes in AMELIA pertaining to customers and passengers
• Maintaining call control and OTP in call center while adhering SOP’s and maintaining Customer satisfaction
• Identify customers’ needs, clarify information, understand every issue and provide solutions and/or alternatives
• Compute costs of tickets and issue receipts for customers; collect excess fees, service charges and provide receipts to customers
• Balance and complete daily sales reports and submit to the accounting department including cash box float, as required
• Cross train at the Customer Service Desk to assist with customer check-in
• Assist customers/passengers at check-in counter or via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, cargo inquiries, performing various admin duties, obtaining passenger information, issuing boarding passes and following appropriate baggage handling procedures at the check-in counter
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigned

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• Previous customer service experience considered an asset
• Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
• Indigenous and Cultural Awareness Training considered an asset

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Manual dexterity required to use desktop computer and telephone
• Work performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditions
• Able to lift and carry up to 50 lbs
• Various shifts at a fast pace in order to meet service level requirements of the airline