Job Summary
We are looking for a Customer Service Representative to join our Toronto (YYZ) team on a contract basis. Reporting directly to the Airport Manager, Toronto, you will be the face of Caribbean Airlines for passengers checking in, boarding, and arriving at Pearson. Your job is to make sure every interaction — whether at the ticket counter, departure gate, or arrivals hall — is handled professionally, efficiently, and with genuine care. This role is about protecting and enhancing our reputation, one passenger at a time.
Appointment to this position is offered on a fixed-term contractual basis.
Key Deliverables
Customer Service – You will consistently look for ways to exceed expectations, not just meet them. That means taking the time to understand what a passenger needs, resolving issues professionally, and keeping the focus on results. You will manage passenger processing at check-in, gates, and arrivals with patience and speed.
Operational Effectiveness – You will make sure that every resource available — including third-party ground handlers — is used efficiently to hit our customer service and on-time performance targets. You will also liaise directly with flight crews, security services, Systems Operations Control, and government or regulatory agencies regarding boarding, passenger handling, and any special requirements.
Reporting – You will deliver accurate operational reports on time, every time, following pre-established timelines.
Compliance – Safety and quality are non-negotiable at Caribbean Airlines. You will actively support our safety culture by following all corporate and regulatory guidelines.
Additional Duties – From time to time, you will be asked to take on tasks outside your normal scope. We expect flexibility and a willingness to step in where needed to support the team and the operation.
What You Need to Qualify?
To be considered for this contract role, you must have:
- A High School Diploma (or equivalent) OR a minimum of five (5) CXC/GCE Ordinary Level passes including Mathematics and English
- At least three (3) years of experience in a customer service role with some supervisory responsibility — airline industry experience is strongly preferred
- Proficiency in MS Office Suite (Word, Excel, Outlook)
- Knowledge and hands-on experience with a Computerised Reservations System
- A clear customer service orientation — you genuinely want to help people
- Willingness to work shifts in a fast-paced, deadline-driven airport environment
- Excellent verbal and written communication skills
- The ability to exercise judgment, take initiative, and stay calm under pressure
Eligibility Requirement
To be considered, you must be legally authorized to work in Canada.
Important – Safety-Sensitive Position
The Customer Service Representative (YYZ) role is classified as a safety-sensitive position. If selected, you will be subject to:
- Pre-employment drug and alcohol testing
- Random drug and alcohol testing throughout your employment
- A security background check
Please do not apply if you are unable to meet these requirements.
Why Join Caribbean Airlines at YYZ?
This contract role offers solid experience at one of Toronto Pearson's busiest international carriers. You will work alongside experienced airport operations staff, gain hands-on exposure to passenger handling, reservations systems, and regulatory coordination, and represent a trusted brand in the Caribbean and beyond. If you perform well, opportunities may open up — but this is a contract position with a fixed term, and we are transparent about that upfront.
If you have the experience, the shift flexibility, and the customer-first mindset we are looking for, we encourage you to apply.