Call Centre Agent - YWG

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services. We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network. Position Summary Reporting to the Base Manager, the Call Centre Agent is responsible for positive, friendly and prompt customer service, ensuring that all customers/passengers phoning the call centre with inquiries and/or complaints are handled effectively and professionally, actively demonstrating and continuously supporting customer sales and service standards at all times. Personal Characteristics Able to investigate and troubleshoot customer service issues Able to resolve conflicts, negotiate and manage customer issues professionally Highly flexible, with the ability to respond quickly in a dynamic environment Professional and respectful, with a positive work attitude Timely with a high level of commitment to on-time performance is essential Motivated with the ability to work independently and as part of a team Effective verbal and written communication skills Able to handle stressful situations in a calm and effective manner Possess active listening skills to determine customer needs and a best course of action Customer Service-oriented with a commitment to exceptional service Strong attention to detail Work well under pressure and exercise tact and patience when dealing with both employees and customers High level of respect, understanding and regard for First Nations communities Key Responsibilities and Accountabilities Answer customer inquiries and complaints in person and on the phone regarding fares, flight schedules, routes and operational requirements with sound judgment, diplomacy, and tact Input correct passenger information and Flight notes in AMELIA pertaining to customers and passengers Maintaining call control and OTP in call center while adhering SOP’s and maintaining Customer satisfaction Identify customers’ needs, clarify information, understand every issue and provide solutions and/or alternatives Compute costs of tickets and issue receipts for customers; collect excess fees, service charges and provide receipts to customers Balance and complete daily sales reports and submit to the accounting department including cash box float, as required Cross train at the Customer Service Desk to assist with customer check-in Assist customers/passengers at check-in counter or via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, cargo inquiries, performing various admin duties, obtaining passenger information, issuing boarding passes and following appropriate baggage handling procedures at the check-in counter Actively participate in the Company’s Safety Management System Perform additional duties as assigned Minimum Education, Experience and Certifications High school diploma or General Education Degree (GED) equivalent Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations Experience using Microsoft Office Suite (Outlook, Excel, Word) Previous customer service experience considered an asset Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred) Indigenous and Cultural Awareness Training considered an asset Working Conditions Physically able to perform all listed job duties Travel by aircraft and other means as required by role Manual dexterity required to use desktop computer and telephone Work performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditions Able to lift and carry up to 50 lbs Various shifts at a fast pace in order to meet service level requirements of the airline Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted. We thank all candidates for their interest in the position; however only those selected for an interview will be contacted. Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.

The Call Centre Agent is responsible for providing professional customer service by handling inquiries and complaints regarding fares, schedules, and routes. They also perform administrative tasks such as processing payments, managing flight bookings, and assisting with passenger check-in procedures.

Candidates must possess a high school diploma or GED and have the ability to obtain necessary transportation security clearances. Proficiency in Microsoft Office and previous experience in customer service or airline reservation systems are considered assets.

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• Souci du détailSouhaitée
• Manipulation d’argentSouhaitée
• Saisie de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Conflict Resolution
• Troubleshooting
• Verbal Communication
• Written Communication
• Active Listening
• Attention To Detail
• Time Management
• Microsoft Office Suite
• Airline Reservation Software
• Cash Handling
• Data Entry
• Safety Management
• Cultural Awareness
• Tactfulness
• Patience
• Diplomacy
• Issuing Receipts
• Lifting Ability
• Positivity
• Administrative Functions
• Service Standards
• Microsoft Excel
• Accounting
• Airline Reservations Systems
• Call Center Experience
• Communication
• Sales
• Fine Motor Skills
• Microsoft Outlook
• Microsoft Office
• Passenger Information
• On-Time Performance
• Customer Service Desk
• Service Level Objectives
• Troubleshooting (Problem Solving)
• Non-Destructive Testing (NDT)
• Customer Inquiries
• Detail Oriented

• Customer Service & Support
• Transportation
• Logistics
• Administrative
• Call Centre Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives

Formation minimale

Études secondaires

Expérience minimale

0+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine