Customer Service Specialist (Facilitator)-Bilingual (FR/EN)

at  Paladin Airport Security Services

WITH YOUR COMMITMENT TO PROVIDING EXCEPTIONAL CUSTOMER SERVICE AND ABILITY TO COMMUNICATE IN BOTH ENGLISH AND FRENCH, YOU WILL SUPPORT A POSITIVE PASSENGER EXPERIENCE BY:

• Proactively identifying opportunities to assist passengers through the screening process
• Understanding and communicating CATSA Standard Operating Procedures (SOP’S) to passengers in both English and French
• Utilizing your bilingual (French/English) skills to communicate with passengers throughout the entire screening process in the passengers preferred language
• Providing support to passengers who require assistance due to special needs such as mobility or hearing/vision loss
• Offering physical support of passenger belongings where required
• Understanding the screening process for passengers travelling with sacred or spiritual items and ensuring the screening process is accommodated in accordance with CATSA SOP
• Liaising closely with the checkpoint team of Screening Officers and Managers to deliver exceptional customer service
• Building, maintaining and delivering understanding of diversity and inclusion principles and cultural awareness

What you bring to PASS:

• Demonstrated experience working in a fast-paced customer facing role for a minimum of 1 year
• Fluent and French and English
• Experience working under pressure in a heavily regulated environment
• Exceptional ability to communicate simply, clearly and effectively with diplomacy
• Ability to deliver exceptional customer service while demonstrating empathy and active listening skills
• Ability to understand and describe the screening process to passengers as required
• Experience adapting to customer needs and providing effective solutions or options where appropriate
• Experience or knowledge of Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Official Languages Act (OLA), American Sign Language (ASL), and familiarity with principals of diversity and inclusion / cultural awareness are all considered to be strong assets
• Physical ability to support passengers with reduced mobility and their belongings
• Physically able to stand and walk for extended periods
• High School Diploma/GED
• 18 years or older
• Canadian Citizen or Permanent Resident
• Ability to obtain Transport Security Clearance and other advanced clearances as required
• Open availability to work any required shift in a 365, 24/7 environment

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you’d like to join, we want to meet you!
Posting open until filled.

Please refer the Job description for details