Airline Customer Service Agent – Flight & Passenger Care

Bristow Group; Darwin; Hybrid; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Discounts on travel

Health insurance

Gym memberships

Employee assistance program

Job summary

Airnorth is seeking a Customer Service Officer in Darwin to provide high-level service aligned with company policies and safety regulations. You will handle check-ins, baggage processing, and passenger assistance across terminal operations on a 7-day rotating roster.

The role involves using Amadeus Altea CMS, kiosk check-ins, and coordinating with teams to ensure timely flight processing and customer care. Strong adherence to procedures and passenger safety is essential.

Responsibilities

• Check in customers and their luggage using the Amadeus Altea Customer Management System following the Customer Service Manual, including manual handling of heavy items where required.
• Assist customers to check in using the Darwin Airport Self Service check-in Kiosks and Automatic Bag Drop.
• Complete all appropriate paperwork for dispatch of flights paying particular attention to passenger Manifests and KPI Reports.
• Escort passengers to the aircraft through the appropriate gate and dispatch passenger and flight.
• Adhere and apply strict security and safety regulations.
• Apply airline regulations.
• Effectively assist passengers through airport terminals.
• Assist and care for special request passengers such as wheelchairs or unaccompanied minors.
• Close off flights for check-in as per closure time.
• Process passengers mishandled, lost, damaged baggage and lost property.
• Pre-flights for the same and next travel day as detailed in the Customer Service Manual.
• Process the departure and receiving of helicopter flights.
• Complete of Passenger assessment.

Job description

Airnorth is seeking a Customer Service Officer in Darwin to provide high-level service aligned with company policies and safety regulations. You will handle check-ins, baggage processing, and passenger assistance across terminal operations on a 7-day rotating roster.

The role involves using Amadeus Altea CMS, kiosk check-ins, and coordinating with teams to ensure timely flight processing and customer care. Strong adherence to procedures and passenger safety is essential.