Customer Service Cruise Ambassador
Marquise Group-Division of Compass Canada - Richmond, BC

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General Description:
The Customer Service/Cruise Ship Ambassador will provide Customer Care support to all arriving and departing YVR customers and processes, assist with the smooth operation of YVR facilities and ensure all inquiries, complaints and compliments are answered accurately and efficiently. You will be required to help individuals navigate with ease, provided a high level of confidence and superb attention to detail.

Specific Responsibilities & Duties:
 Offer high levels of consistent, personalized, sincere and engaging service
 Proactively seek out passengers requiring additional customer service care and attention
 Anticipate changes in processes and in passenger volumes and work accordingly
 Direct passengers as required and handle general passenger inquiries, provide direction and assistance to a diverse passenger group by assisting and facilitating passenger flow in the terminal buildings, along the curb, and in the parking facilities.
 Transferring and lifting of carry-on baggage items (to a maximum of 40lbs.) to facilitate Cruise Ship operations and providing assistance with the cruise ship processes.
 Provide the operational staffing for the US Direct Cruise Program, as well as assisting throughout the day with Customer Service and Terminal Operations:
 Greeting, processing, and escorting cruise passengers throughout the US Direct Program.
o Ensuring rules and regulations are followed while promoting customer care.
o Coordination and dispatching of cruise ship buses.
 Other Customer Service duties include:
o Assisting and organizing line queuing (airline and customs lineups).
o Answering customer questions such as way-finding and airport procedures.
o Problem-solving passenger issues.
o Attending to irregular operations at the request of the Vancouver Airport Authority Operations.
 Additional duties as required.

 Minimum of 1 year in customer service
 Previous experience is the Service industry, preferably with the Airport and/or an Airline
 High school diploma
 Ability to obtain Restricted Area Identification Card (RAIC)
 Fluent or conversational French is an asset
Full Drivers License an Asset

Core Competencies:
 Strong interpersonal and communication skills
 Ability to demonstrate professionalism, diplomacy and effective reasoning skills
 Ability to work within a team as well as individually
 Multi-lingual abilities an asset