Customer Experience Agent - YQB

Starlink Aviation•Quebec, QC

5d•Hybrid

About The Position

Under the supervision of the Customer Experience Supervisor, the Customer Experience Agent plays a key role within our airline, serving as the first point of contact for our customers. This professional is responsible for delivering an exceptional customer experience by handling inquiries, providing accurate information, and resolving issues efficiently. Due to the hybrid nature of the role, the employee may also be required to perform other related duties, including Ramp Agent responsibilities, as assigned by their supervisor or a member of the management team.

Requirements

High school diploma or equivalent
Previous customer service experience, preferably in the aviation industry
Knowledge of passenger check-in and boarding procedures
Proficiency with computer systems used for reservations, ticketing, and flight operations
Excellent communication and interpersonal skills
Ability to work under pressure while maintaining a high standard of customer service
Strong customer service orientation and commitment to customer satisfaction
Team player with the ability to adapt to changing situations
Strong problem-solving skills and initiative

Responsibilities

Follow all Customer Experience procedures
Welcome passengers at the airport and assist them with the check-in process
Answer customer inquiries and provide detailed information about flights and services
Manage flight reservations and itinerary changes
Resolve baggage-related issues and coordinate baggage claims
Conduct post-flight follow-up to ensure customer satisfaction
Collaborate with ground operations teams to resolve operational issues affecting customers
Prepare for the upcoming day's operations
Ensure compliance with all safety and customer service standards