Call Centre Agent

Job summary

The Call Centre Agent is responsible for providing professional customer service by handling inquiries and complaints via phone and in person. They also perform administrative tasks such as processing flight bookings, managing passenger information, and balancing daily sales reports.

Job details

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

What you’ll do

The Call Centre Agent is responsible for providing professional customer service by handling inquiries and complaints via phone and in person. They also perform administrative tasks such as processing flight bookings, managing passenger information, and balancing daily sales reports.

Requirements

Candidates must possess a high school diploma or GED and have the ability to obtain transportation security clearances. Proficiency in Microsoft Office and previous customer service experience are required, with airline reservation software experience considered an asset.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Attention to detail · Preferred
• Cash handling · Preferred
• Troubleshooting · Preferred
• Data entry · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Conflict resolution
• Troubleshooting
• Active listening
• Verbal communication
• Written communication
• Attention to detail
• Time management
• Microsoft Office Suite
• Data entry
• Cash handling
• Diplomacy
• Tact
• Patience
• Safety management
• Tactfulness
• Issuing Receipts
• Lifting Ability
• Administrative Functions
• Service Standards
• Microsoft Excel
• Accounting
• Active Listening
• Airline Reservations Systems
• Call Center Experience
• Customer Service
• Communication
• Sales
• Fine Motor Skills
• Microsoft Outlook
• Microsoft Office
• Passenger Information
• On-Time Performance
• Customer Service Desk
• Service Level Objectives
• Troubleshooting (Problem Solving)
• Customer Inquiries
• Detail Oriented

Job areas

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

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