Passenger Service Agent

Role overview

Work schedule

• Work hours align with airline schedules and may include early mornings, late-night shifts, and weekends.

Passenger service activities

• Assist passengers during check-in, boarding, and disembarkation.
• Verify tickets, issue boarding passes, and check luggage.
• Provide information about flight schedules, delays, cancellations, gate changes, fares, routes, and policies.
• Resolve passenger complaints and issues professionally.
• Assist passengers with special needs, including unaccompanied minors, elderly passengers, and wheelchair users.
• Assist with luggage drop-offs through the check-in process.
• Ensure compliance with security procedures for passengers and luggage.
• Coordinate with airport personnel to support smooth operations and customer satisfaction.
• Assist during emergencies, including medical incidents and flight diversions.
• Maintain accurate records for transactions and customer interactions.
• Use language skills to assist international passengers.

Candidate profile

• Demonstrate a commitment to exceptional and safe service.
• Have strong interpersonal skills and be a team player.
• Maintain composure under pressure and present with confidence.
• Meet excellent presentation and grooming standards.
• Demonstrate organisational and time-management skills.
• Be physically capable of handling baggage and operating wheelchairs when required.
• Be fluent in English; additional languages are welcomed.
• Have intermediate skills using software and technology.
• Hold a valid Australian driver's licence and have reliable transportation.

Training and benefits

• Swissport provides paid training, ongoing support, uniforms, on-site employee parking, and opportunities for career advancement.
• Employees accrue annual and personal leave.