Passenger Service Agent

About Swissport

Swissport is a global leader in aviation services, handling Ground Operations, Cargo Management, and Passenger Support for over 300 million travelers every year. Our goal is to deliver tailored and consistent solutions worldwide, enhancing the customer experience in aviation. Our success is driven by people who embody our core principles: Show You Care, Do the Right Things, and Win as a Team.

Role Overview

As a Passenger Service Agent, you will be pivotal in providing a smooth and pleasant journey for customers from the terminal to the aircraft. Our team is recognized for their friendliness, comprehensive knowledge, and polite approach, always serving passengers with kindness and professionalism.

We operate together as a united team, prioritizing safety and timeliness in the demanding airport environment. You will represent various airlines relying on Swissport for efficient ground handling.

Work schedules are adaptable to flight timings, including early mornings, late nights, and weekends to meet service demands.

Key Responsibilities

• Assist passengers through the check-in, boarding, and disembarkation processes.
• Manage check-in duties such as ticket verification, issuing boarding passes, and luggage check.
• Provide timely and accurate flight status updates including delays, cancellations, and gate changes.
• Address and resolve passenger inquiries and complaints with professionalism and efficiency.
• Offer guidance about flight times, fares, routes, and policies.
• Support passengers needing special assistance like unaccompanied minors, seniors, and those requiring wheelchairs.
• Aid luggage handling during the check-in phase.
• Ensure adherence to airport security protocols, including screening procedures.
• Collaborate with other airport departments for smooth operations and enhanced customer service.
• Provide support during emergencies such as medical incidents or flight diversions.
• Keep precise records of all interactions and transactions with customers.
• Use language abilities to assist international passengers and communicate effectively with diverse travelers.

Candidate Profile

• Devoted to delivering top-notch, safe passenger service.
• Excellent interpersonal skills and a cooperative approach.
• Strong work ethic with a passion for learning and professional growth.
• Ability to stay calm and confident under pressure.
• Maintains high standards of personal grooming and presentation.
• Possesses good organizational and time management capabilities.
• Physically capable of managing baggage and operating wheelchairs if necessary.
• Proficient in English; additional languages are advantageous.
• Comfortable and competent with software and technology at an intermediate level.
• Must be an Australian citizen or resident with unrestricted work rights.
• Hold a valid Australian driver's license and have reliable transportation.
• Minimum age requirement of 18 years.

Benefits and Additional Information

• Access to on-site parking for employees.
• Provision of uniforms.
• Opportunities available for career progression.
• Entitlement to accrued annual and personal leave.
• Comprehensive paid training and continual support offered.

Swissport is an equal opportunity employer committed to diversity and inclusion. All qualified candidates will be considered regardless of race, religion, gender identity, sexual orientation, or veteran status. Only Australian or New Zealand permanent residents or individuals with the legal right to work in these countries are eligible to apply.