Job Summary

The Agency Support Advocate plays a pivotal role in assisting both our regular travel agency partners and our Preferred Travel Agency partners.

They ensure timely responses and exceptional service, in line with Porter's commitment to "flying refined," while adhering to TICO rules and regulations.

Duties & Responsibilities Serve as the initial contact for all inbound calls from Travel Agents (TAs) and Preferred Travel Agency Service Desk (PTASD).

Address inquiries from travel agents directly, escalating to Agency Sales & Distribution only when necessary. Provide clarification on policies and procedures, such as adding promo codes in the GDS for Improved Productivity (IP).

Track and manage waiver usage, offering guidance on their appropriate application. This includes managing exceptional waivers (MISC).

Address GDS issues such as fare discrepancies and technical problems, escalating as needed. Ensure appropriate resolution, either internally or through GDS channels.

Interact with a positive, customer-focused approach when assisting Travel Agents and customers directly. Prioritize and respond promptly to inquiries from Travel Agents and customers.

Collaborate with other departments to investigate and resolve concerns raised by Travel Agents or passengers. Pivotal in maintaining positive relationships with our agency partners and ensuring seamless interactions with Porter Airlines.

Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations;

understand, comply and promote the Company Safety Policy. Behavioural Competencies Concern for Safety : Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

Teamwork : Working collaboratively with others to achieve organizational goals. Passenger / Customer Service : Providing service excellence to internal and / or external customers (passengers).

Initiative : Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus : Focusing efforts on achieving high quality results consistent with the organization’s standards.

Fostering Communication : Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications Experience with GDS (i.e. Amadeus or Sabre) Post-secondary education Travel Agency experience would be a strong asset Proficient in all Google Office products including Gmail Proficient in MS product suite Positive customer-focused attitude, excellent organizational skills and attention to detail Strong written and verbal communication skills Ability to maintain concentration and work effectively from home