Do you have a passion for customer service? Are you fluent in English and French? If so, GardaWorld is the place for you! As a Facilitator, you will provide bilingual customer service and engage with passengers who need extra assistance through the screening process. You will be extensively trained on knowledge of Standard Operating Procedures and will gain an in-depth familiarity of Pre-Board Screening procedures for special screening situations.

Facilitator Job Responsibilities:

Provide a high level of customer service to the travelling public.
If requested, accompany passengers through screening, helping with their belongings and explaining the process.
Explain options available to the passenger for screening of their person and their special items, medical devices and aids, and sensitive cultural or religious items.
Provide information about CATSA’s regulatory signage to passengers with vision loss (using CATSA tactile communications booklet).




Work closely with Screening Officers and liaise with front-line stakeholders to ensure passengers receive exceptional customer service.
Maintain up-to-date knowledge on disability-related issues and initiatives, with a focus on those in the transportation sector (for example, the Sunflower Lanyard program for people with invisible disabilities).

Facilitator Qualifications:

Post-secondary education or equivalent work experience.
Robust empathy, active listening, and customer service skills
A minimum of 1-3 years of customer service experience.
Ability to communicate fluently, clearly, and effectively in French
Ability to communicate fluently, clearly, and effectively in English considered an asset
Ability to adapt to customer needs/situations, provide appropriate solutions or alternatives.
Employment Type: Permanent
Quebec, QC

📌 Customer Care Facilitator (Quebec City)
🏢 GardaWorld
📍 Quebec City