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Industry Airlines
Title Customer Service Representative
Job ID dlcsr0813
Email Address
Position Overview  
Reporting to the Station Manager; the Customer Service Representative contributes to the efficient day-to-day operations of the department.
  • Assist arriving passengers and oversee the Domestic and 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 method 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 other Customer Service Representatives when necessary in performing other functions
  • Actively participate in 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
  • Experience in a customer service environment, preferably in the airline industry
  • Knowledge of baggage services handling procedures will be preferable
  • Need to be detailed oriented
  • Possess the ability to multitask
  • 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)
  • Must be capable of lifting/pushing/pulling up to 70lbs on a regular basis
  • Supports and adheres to all company policies
  • Ability to communicate and correspond clearly and precisely in English, French would be an asset
Job Status Part Time Regular
Yrs Experience 2-3 year
State/Province Ontario [ON]
Compensation - Hourly 12.25
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