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 current 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),

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📌 Customer Support Agent (Quebec City)
🏢 Porter Airlines
📍 Quebec City