Call Centre Representative Full-time Job

Remote Work:

This position is eligible for remote work, within Calgary, under our mobile workforce program. Must live within a 100KM distance from the WestJet Campus.

 

Your Story 

You have been told that you are great with people, you love helping others and, do so genuinely.Your ideal environment is interacting with others from the comfort of your own home (maybe in your pajamas, we won’t tell!). You are a natural communicator that will work to solve the issues of others and, can multitask using complex computer systems and don’t shy away from learning new technology. 

 

Role Overview: 

WestJet'sCall Centre Representativesare responsible for creating a remarkable experience for our guests through one-on-one telephone contact to arrange air travel on WestJet flights, and provide information for guests with varying needs. You are often the first point of contact for our guests and play an essential and crucial role as been a WestJetbrand ambassador. We want to make sure our guests enjoy their call with you, therefore, you are there to educate and help our Guests, while creating the experience our Guests have come to know and love about WestJet. 

 

Responsibilities: 

• Book air travelfor internal and external guests, answer questions and provide general information about travel with WestJet; 

• Provide pre and post booking support, such as changing and cancelling reservations, using the our reservation system; 

• Effectively research and make decisions based on the information you have available to you, while balancing the needs of the guest with the needs of the business; 

• Adhoc projects as assigned. 

 

Qualifications: 

• Fluent in English (verbally and written)

• A combination of two years’ experience in a customer service and/or sales related environment; 

• Reside within 100KM of WestJet’s Head Office (22 Aerial Place NE);

• Must be able to communicate with an advanced level of written and spoken English fluently;

• Demonstrated strongcomputerskills including a minimum typing speed of 40 words per minute; 

• You’ll need to be flexible with your schedule. Your work hours will be based on business needs; 

• You are smart, independent, self-motivated, empathetic, solutions focused, and passionate about supporting our guests; 

• A proventrack record for punctuality and reliability. 

• Our training environment has evolved and has become more virtual and self-directed than in the past.

• This change has resulted in an increase in reading requirements via independent and on-line learning as an integral part of the training program.
• Candidates must be proficient in reading the English language as one requirement to be successful in the completion of training.

 

Other important information: 

• This role is shift work and 100% home based, our contact centre operationsare 24/7/365 days a year and require you to beavailableto work early mornings, evenings, overnights, weekends and holidays;

• All contact centre positions require7 weeks of trainingvirtually or at WestJet's Head Office;

• All computer hardware required for the role will be provided; 

• Our positions are in-home roles and we require our agents to have the following environment for their home office to be successful: 

  • High speed internet (hardwired 25 Mbps download and 2.5 Mbps upload) provided by either Shaw or Telus

  • Safe, secure and distraction free room with an ergonomic set-up enabling you to sit for long periods of time; 

 

The benefits of being a WestJetter:  

WestJet provides all WestJetters with a competitive total rewards package.  On top of that, we offer:   

• A fun and friendly culture with colleagues who work together to win  
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs  

Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.