Purpose of Position: To provide exceptional customer service by greeting and serving passengers at airport counters and gates.

Key Responsibilities:

• Using an airline computerized system: Make reservations and assessing fares; Ticketing and complete daily sales reports; Passenger check-in; Check, weigh the baggage, calculate any excess baggage charges and process payment.
• Make general passenger announcements.
• Liaise with external and internal customers. i.e. ramp agent, flight crew, dispatch, etc.
• Provide outstanding customer service answering general inquiries at the airport.
• Assist passengers requiring special handling.
• Handle and resolve customer complaints.
• Departure Gate customer service and boarding as well as providing assistance to passengers to and from aircraft.
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
• Other related duties as assigned.

Depending on the base, other duties may include:

• Cargo processing.
• Handle missing baggage and damaged baggage claims.
• Jet-way operation.
• Conduct radio communications with aircraft and record flight information.

Qualifications:

• Minimum one year of customer service experience.
• General computer experience required, including the ability to type and navigate the internet.
• Must have a high school diploma or equivalent.
• Demonstrated judgment and problem-solving ability and effective decision-making skills.
• Excellent interpersonal and communications skills.
• Ability to work and handle tight deadlines and prioritize multiple tasks.
• Previous airline experience or post-secondary courses in travel and tourism are definite assets.
• Knowledge of Dangerous Goods regulations an asset.
• Must successfully complete the Customer Service Agent Initial training course in accordance with Company Standards.
• Must obtain and maintain a Restricted Area Identification ID pass (to be obtained upon employment).
• English language required.
• French language is considered an asset.

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