Customer Service Representative – Toronto , YYZ

Porter Airlines

Reporting to the Station Manager, Toronto – YYZ and working collaboratively with the broader team, the Customer Service Representative contributes to the efficient day-to-day operations of the department and delivers an elevated level of attentive and thoughtful service to Porter passengers.

Duties & Responsibilities

  • 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 (BIR’s) and handle entire tracing to recovery of mishandled bags.

  • Arrange transportation methods to restore the missing baggage to the rightful owner.

  • Respond to all passenger enquiries 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 commitment to the highest standard of customer service.

  • Assist passengers with special needs such as disabled and wheelchair passengers and unaccompanied minors.

  • Assist CSR’s where 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.

Behavioural Competencies

  • 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 50lbs on a regular basis.

  • Supports and adheres to all company policies.

  • Ability to communicate and correspond clearly and precisely in English.

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and Twitter.

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