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Customer Service Representative 

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Pulled from the full job description
  • Dental care
  • RRSP match

Full Job Description


The Customer Service Representative role will not only give you the opportunity to grow your customer service skills, but it will also give you the opportunity to grow alongside one of Canada’s top-rated airlines as we enter an exciting phase of growth and expansion. This is your chance to work with a dynamic team, in a fast-paced environment that promotes equality, and growth.


Porter gives you the opportunity to participate in our great benefits programs, such as RRSP Matching, Health & Dental coverage, and of course, unlimited access to amazing staff travel perks to Porter destinations after 3 months of employment, whether working part-time or full-time!


Here at Porter, we want to see you grow and succeed. That’s why we offer numerous different networking programs that our team members are able to take advantage of, giving you the opportunity to not only expand your skills but also giving you the chance to gain insight into the many different teams and departments that are behind our Skytrax 4 Star Rated airline.


We’re looking for outgoing, motivated and energetic individuals who are looking to start their careers in the aviation field. Our fast-paced airport environment is the ideal place for those who like to keep moving, stay challenged, and pride themselves in delivering exemplary customer service.

  • Provide high-quality customer service.
  • Check-in passengers for flights at the ticket counters by assigning seats, directing passengers to their gates, and checking documentation for flights while ensuring the timely and accurate delivery of passenger luggage.
  • Perform pre-flight check-in procedures by assigning seats, making gate announcements, issuing boarding passes, and boarding the flight.
  • Monitor carry-on luggage and aircraft doors.
  • Assist passengers with special needs such as disabled and wheelchair passengers, and unaccompanied minors.
  • Assisting arriving passengers and overseeing the International Arrivals baggage area.
  • Provide assistance to passengers whose baggage is mishandled or damaged.
  • Complete reports (BIRs) and handle entire tracing to the recovery of mishandled bags.
  • Arrange transportation methods to restore the missing baggage to the rightful owner.
  • Respond to all passenger inquiries via telephone and email.
  • Maintain constant communication with the customer throughout the tracing or repair process.
  • Maintain accurate records and update PNR files.
  • Reconcile delivery service invoices.
  • Process appropriate compensation when required (Delay bag vouchers).
  • Maintain a commitment to the highest standard of customer service.
  • Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors.
  • Assist CSRs were required in performing other functions.
  • Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.
  • Other Duties as assigned.


  • 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.


  • Ability to work on a permanent basis in Canada.
  • Experience in a customer service environment, preferably in the airline industry.
  • Knowledge of baggage services handling procedures will be preferable.
  • Ability to obtain necessary security clearances.
  • Need to be detail-oriented.
  • Possess the ability to multitask.
  • Ability to work well in a team.
  • Have a proven positive track record when handling difficult situations and customers.
  • Dependability (must have a clear attendance record and reliable on-time reporting for work).
  • Able to work rotating shifts including days, afternoons, evenings, weekends, and holidays.
  • Ability to work 20-30 hours per week (part-time)
  • Must be capable of lifting/pushing/pulling up to 50 lbs on a regular basis.
  • Supports and adheres to all company policies.
  • Ability to communicate and correspond clearly and precisely in English.
  • Mandatory COVID-19 vaccination.

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