[Hiring] Customer Support Agent @Porter Airlines Inc.

Role Description

We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.

• Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution.
• Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy.
• Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program.
• Promote and guide customers in the use of digital self-service tools.
• Process reservations, including new bookings, modifications, cancellations, and applicable fee collection.
• Support travel agency reservations and general inquiries.
• Achieve established performance targets for call quality, efficiency, availability, and schedule adherence.
• Apply resourcefulness, empathy, and fairness in resolving customer concerns.
• Support additional team and departmental duties as required.

Qualifications

• Ability to work on a permanent basis in Canada.
• High school diploma or equivalent is required.
• Completion of college or other post-secondary programs preferred.
• Fully proficient in English with strong verbal communication skills; French bilingualism is preferred.
• Must be available to work flexible shifts between 5:00 a.m. and 02:30 a.m. EST, seven days per week.
• Must be able to complete the initial mandatory two-week full-time new hire training program.
• Demonstrated ability to work independently and manage challenging conversations professionally and confidently.
• Dedicated and quiet home workspace conducive to handling customer calls.
• Strong problem-solving abilities and a positive, empathetic attitude.
• Basic geography knowledge and foundational math skills.

Location

• Fully Remote - Work From Home (WFH) (Canada-based)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care, and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean, and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook, and X.