ASP Inc
  • 02-Mar-2017 to 19-Dec-2017 (EST)
  • Ottawa, ON, CAN
  • Hourly
  • Full Time

POSITION SUMMARY:

Customer Service Representatives (CSR's) provide passenger support and assistance with the operation of Primary Inspection Kiosks (PIK) and in flow and queue management within the Canada Customs Hall and as directed by OMCIAA at strategic areas of the Terminal facility at Ottawa MacDonald-Cartier International Airport. 

CSR's are often the "first point of contact" for visitors to Canada and their objective is to provide an exemplary level of customer service make that interaction an exceptional experience for each and every passenger. 

DUTIES & RESPONSIBILITIES:

  • Greet all passengers in French and English "Hello/Bonjour";
  • Quickly and efficiently direct passengers to the appropriate queue while providing superior customer service;
  • Ensure the PIK kiosk is at the "Welcome" screen when directing passengers to the kiosk;
  • Provide passengers with general information on PIK process and assist them in preparing for the process and guide passengers in the use of PIK kiosks; assisting those who are experiencing difficulty with kiosk instructions and educating the PIK users on how to quit their passage, if they choose to do so;
  • Ensure passengers do not leave incomplete kiosk sessions;
  • Direct passengers who have been unsuccessful in using the kiosks to enter the regular Primary Inspection Line;
  • Report kiosk problems to the AA Helpdesk;
  • Conduct routine servicing of PIK kiosks (i.e. replace thermal paper when empty and clean touch screens);
  • In event of kiosk outages, implement Contingency Plan (manual mode) disseminate Passenger Declaration Forms and redirect passengers;
  • Monitor the CBSA Hall to ensure the efficient and expeditious flow of passengers;
  • Anticipate and create memorable passenger experiences;
  • Establish effective working relationships with other Terminal service providers to ensure the availability of products/services consistent with passenger needs (i.e. wheel chairs, electric passenger carts, baggage carts, porter services, etc.);
  • Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security or operational issues/events;
  • Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers;
  • Other duties required/directed by OMCIAA.

Education and Experience:

  • Successful completion of a minimum high school education or possess equivalent work related experience;
  • Experience in airport/terminal operations and/or similar industry related experience in an operational or customer service environment

Qualifications

All job candidates must be:

  • 18 years of age or older
  • A Canadian Citizen or landed Immigrant
  • Fluently Bilingual in Canada's both official languages (oral and written)
  • Physically capable of performing all duties as set out in the Job/Position Description;
  • Able to obtain and maintain a valid Transportation Security Clearance and an Ottawa Airport Restricted Area Identity Card (RAIC);
  • Able to work all shifts, including nights and rotations;
  • Successful completion of Disability Awareness (AODA) Training
  • Successful completion of initial and recurrent company training is a pre-requisite for employment;
ASP Inc
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