Passenger Service Agent

About Swissport

Swissport is a worldwide aviation services company supporting ground handling, cargo handling, and passenger services for more than 300 million travelers every year. The organization focuses on delivering dependable, customized solutions across the globe to help create a better passenger experience.

The company values people as its key strength and operates with three core principles: caring about others, doing the right thing, and succeeding as one team. It is looking for individuals who share these values to join its airport operations workforce.

Role overview

As a Passenger Service Agent, you will help ensure passengers move smoothly through the airport journey, from check-in through boarding and arrival. The role requires a friendly, professional approach, strong knowledge of airport processes, and a constant focus on safety, punctuality, and service quality.

This is a flexible shift-based position aligned with airline schedules. Working patterns may include early mornings, late evenings, nights, and weekends to support passengers whenever needed.

Key duties

• Support travelers at check-in, boarding, and when they leave the aircraft.
• Process check-in tasks such as validating travel documents, issuing boarding passes, and handling baggage.
• Share timely and correct flight updates, including changes to departure times, cancellations, and boarding gates.
• Address passenger concerns and complaints in a calm, efficient, and professional manner.
• Respond to questions about schedules, fares, routes, and airline rules.
• Assist passengers who need extra support, including unaccompanied children, older travelers, and wheelchair users.
• Help with baggage drop-off and related check-in procedures.
• Follow airport security requirements and screening procedures for passengers and luggage.
• Work with airport colleagues and other departments to keep operations running smoothly and customers satisfied.
• Provide support in urgent situations such as medical events or flight diversions.
• Keep precise records and documentation for transactions and passenger interactions.
• Use language ability to assist overseas travelers and communicate with a diverse customer base.

Candidate profile

• Passionate about delivering safe, high-quality customer service.
• Strong people skills and a collaborative attitude.
• Motivated to learn and grow within the role.
• Able to stay calm under pressure and communicate with confidence.
• Maintains a professional appearance and grooming standard.
• Good at organising tasks and managing time effectively.
• Physically able to handle passenger luggage and operate wheelchairs when needed.
• Comfortable speaking English; other languages are an advantage.
• Intermediate confidence with software and technology.
• Must be an Australian citizen or resident with unrestricted work rights.
• Requires a valid Australian driver’s licence and dependable transport.
• Must be at least 18 years old.

Benefits

• Employee parking available on site.
• Uniforms supplied by the employer.
• Opportunities to progress within the company.
• Annual leave and personal leave accrue over time.
• Paid training and continued on-the-job support.

Additional information

Swissport is committed to diversity, equal opportunity, and inclusive hiring. All qualified candidates are considered without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Only permanent residents of Australia or New Zealand, or applicants with the legal right to work in Australia or New Zealand, are eligible to apply.