Job Summary
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.

Duties & Responsibilities

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

Behavioural Competencies

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

Teamwork: Working collaboratively with others to achieve organizational goals.

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

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

Results Focus:



Focusing efforts on achieving high quality results consistent with the organization’s standards.

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

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 French and English with strong verbal communication skills

Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week. Schedules are determined by Workforce Management (WFM) based on operational requirements, including call volumes and call patterns.

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

Solid problem-solving abilities and a positive, empathetic attitude

Basic geography knowledge and foundational math skills

Location
Fully Remote - Work From Home (WFH) (Canada-based) #LI-Remote

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.

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📌 Bilingual Customer Support Agent - Full-Time (British Columbia)
🏢 Porter Airlines
📍 British Columbia