Airline Passenger Service Agents - Sydney

Swissport; Sydney; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Employee parking

Uniforms provided

Career advancement

Ongoing training

lounge discounts

Diversity and inclusion

Job summary

Swissport Australia seeks Passenger Service Agents to deliver a seamless passenger experience from check-in to boarding. You will handle tickets, boarding passes, luggage, and provide flight information while assisting passengers with special needs and maintaining safety protocols.

Shifts include early mornings, nights and weekends on a 7-day roster. We value teamwork, strong customer service, and effective communication with international travellers in a fast-paced aviation environment.

Qualifications

• Must be fluent in English and have strong communication skills.
• Excellent interpersonal and customer service abilities.
• Able to work effectively in a fast-paced aviation environment.
• Demonstrates a strong work ethic and reliability.
• Willingness to work across a 7-day roster and flexible hours.

Responsibilities

• Assist passengers during check-in, boarding and disembarkation.
• Handle check-in: verify tickets, issue boarding passes, check luggage.
• Provide accurate flight information and updates to passengers.
• Resolve passenger complaints professionally and efficiently.
• Assist with special needs and luggage drop-offs.
• Ensure compliance with security procedures and protocols.
• Coordinate with airport staff to ensure smooth operations.

Skills

Fluent English

Interpersonal skills

Team player

Customer service

Strong work ethic

Tools

Airport IT systems

Job description

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

Job Summary

PassengerService Agents play a crucial role in ensuring a seamless and pleasant experience for passengers, from the terminal to the aircraft. OurPassengerService team is renowned for their helpfulness, extensive knowledge, and courteous demeanor, always treating each passenger with kindness, respect, and a warm smile.

Working as a cohesive unit, we emphasise collaboration while maintaining an unwavering commitment to safety and punctuality. In the dynamic, safety-oriented environment of the airport, our team consistently delivers reliable and efficient services on behalf of the many airlines that depend on Swissport for ground handling services.

Work hours are flexible to align with airline schedules, which include early mornings, late-night shifts, and weekends, ensuring we meet the needs of our passengers at all times. You must be comfortable working across a 7 day roster.

Your activities

Assist passengers during check-in, boarding and disembarkation

Handle the check-in process, including verifying tickets, issuing boarding passes and checking luggage

Provide accurate flight information to passengers, including updates on delays, cancellations and gate changes

Resolve passenger complaints and issues efficiently and professionally

Offer support and answer questions regarding flight schedules, fares, routes and policies

Assist passengers with special needs, including unaccompanied minors, elderly passengers and those requiring wheelchair assistance

Assist with luggage drop offs through the check-in process

Ensure compliance with security procedures and protocols, including screening passengers and luggage

Coordinate with other airport personnel and departments to ensure smooth operations and customer satisfaction

Provide assistance and support during emergencies, including medical incidents and flight diversions

Maintain accurate records and documentation for all transactions and customer interactions

Utilise language skills to assist international passengers and communicate effectively with diverse customers

Your profile

Committed to delivering exceptional and safe service

Have full availability and be able to work across a 7 day rotating roster

Strong interpersonal skills and a team player

Demonstrates a strong work ethic and a desire for learning and advancement

Maintains composure under pressure and presents themselves with confidence

Upholds excellent presentation and grooming standards

Exhibits organisational and effective time management skills

Physically capable of handling passenger baggage and operating wheelchairs when required

Fluent in English (additional languages welcomed)

Confidence in using software and technology – Intermediate skills required

Australian Citizen/Resident with unlimited work rights

Possession of a valid Australian driver's license and reliable transportation

Must be 18 years of age or older

What we offer

Employee parking available

Uniforms provided

Opportunities for career advancement

Accrual of annual and personal leave

Comprehensive paid training and ongoing support provided

The opportunity to up-skill and train on receipt and dispatch of aircraft

Paid training ranging from 2-4 weeks depending on the airline

Discounts to our aspire lounges

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Only permanent residents of Australia or New Zealand, or those who have the right to work in Australia or New Zealand may apply.