Call Centre Agent

Job Description:

Position SummaryReporting 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 CharacteristicsAble to investigate and troubleshoot customer service issuesAble to resolve conflicts, negotiate and manage customer issues professionallyHighly flexible, with the ability to respond quickly in a dynamic environmentProfessional and respectful, with a positive work attitudeTimely with a high level of commitment to on-time performance is essentialMotivated with the ability to work independently and as part of a teamEffective verbal and written communication skillsAble to handle stressful situations in a calm and effective mannerPossess active listening skills to determine customer needs and a best course of actionCustomer Service-oriented with a commitment to exceptional serviceStrong attention to detailWork well under pressure and exercise tact and patience when dealing with both employees and customersHigh level of respect, understanding and regard for First Nations communitiesKey Responsibilities and AccountabilitiesAnswer customer inquiries and complaints in person and on the phone regarding fares, flight schedules, routes and operational requirements with sound judgment, diplomacy, and tactInput correct passenger information and Flight notes in AMELIA pertaining to customers and passengersMaintaining call control and OTP in call center while adhering SOP’s and maintaining Customer satisfactionIdentify customers’ needs, clarify information, understand every issue and provide solutions and/or alternativesCompute costs of tickets and issue receipts for customers; collect excess fees, service charges and provide receipts to customersBalance and complete daily sales reports and submit to the accounting department including cash box float, as requiredCross train at the Customer Service Desk to assist with customer check-inAssist 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 counterActively participate in the Company’s Safety Management SystemPerform additional duties as assignedMinimum Education, Experience and CertificationsHigh school diploma or General Education Degree (GED) equivalentMust be able to obtain and maintain any applicable transportation security clearances and additional authorizationsExperience using Microsoft Office Suite (Outlook, Excel, Word)Previous customer service experience considered an assetPrevious experience with an Airline Reservation Software System considered an asset (Amelia preferred)Indigenous and Cultural Awareness Training considered an assetWorking ConditionsPhysically able to perform all listed job dutiesTravel by aircraft and other means as required by roleManual dexterity required to use desktop computer and telephoneWork performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditionsAble to lift and carry up to 50 lbsVarious shifts at a fast pace in order to meet service level requirements of the airline

Job Ident #: 180

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca

Established in 1960 and based in Winnipeg and Thompson Manitoba, Perimeter Aviation LP has grown into a diversified airline company with more than 500+ employees, operating a fleet of 30 + aircraft in a scheduled air service to Manitoba and North Western...

Benefits:
Please inquire

Supported Manufacturers:
Bombardier, Fairchild

Supported Models:
Bombardier: Das 8 300, Dash 8 100 Fairchild: Metro III, Metro II, Merlin, Cargo Freighter

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Job Info

Location

Winnipeg, Manitoba, Canada

Type

Permanent

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca