Customer Service Representative

2 weeks ago

Newark, New Jersey, United States Porter Airlines Full time
Job Summary:

As a Customer Service Representative at Porter Airlines, you will play a vital role in ensuring the highest level of customer satisfaction. Reporting to the Station Manager, Newark, you will contribute to the efficient day-to-day operations of the department.

Duties & Responsibilities:
  • Customer Service: Provide high-quality customer service to internal and external customers, ensuring a positive experience for all passengers.
  • Flight Operations: Check-in passengers for flights at the ticket counters, assign seats, direct passengers to their gates, and check documentation for flights while ensuring the timely and accurate delivery of passenger luggage.
  • Pre-flight Procedures: Perform pre-flight check-in procedures, including assigning seats, making gate announcements, issuing boarding passes, and boarding the flight.
  • Baggage Handling: Monitor carry-on luggage and aircraft doors, assist passengers with special needs, and oversee the International Arrivals baggage area.
  • Customer Support: Provide assistance to passengers whose baggage is mishandled or damaged, complete reports, and handle tracing to recovery of mishandled bags.
  • Communication: Respond to all passenger enquiries via telephone and email, maintain constant communication with the customer throughout the tracing or repair process.
  • Record Keeping: Maintain accurate records and update PNR files, reconcile delivery service invoices, and process appropriate compensation when required.
Behavioural Competencies:
  • Concern for Safety: Identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others.
  • Teamwork: Work collaboratively with others to achieve organizational goals.
  • Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers).
  • Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise.
  • Results Focus: Focus efforts on achieving high-quality results consistent with the organization's standards.
  • Fostering Communication: Listen and communicate openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications:
  • Ability to work on a permanent basis in the USA.
  • 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 detailed oriented.
  • Possess the ability to multi-task.
  • 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.
  • 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 (Required).

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