Customer Service Officer - Sydney Airport

Star Aviation Services; Bayside; On-site; AUD 55,000 - 65,000; Full time

Job summary

Star Aviation Services is hiring a Customer Service Officer at Sydney Airport. You will welcome passengers, support check-in and boarding, and ensure safety and service standards are upheld.

A background in aviation or airline industry is desirable, with a valid ASIC or the ability to obtain one and a current driver’s license for commuting. You will work in a fast-paced team, delivering exceptional customer journeys from arrival through to boarding, in line with our values of Safety,

Qualifications

• Experience in delivering high-quality customer service in fast-paced environments.
• Clear communication and interpersonal skills.
• Strong time management and organisation abilities.
• Ability to multi-task and adapt to changing priorities.
• Customer-focused mindset with a professional demeanor.

Responsibilities

• Greet and assist passengers at Sydney Airport terminal counters.
• Check-in passengers and issue boarding passes accurately.
• Provide information on security procedures and luggage allowances.
• Direct passengers to gates and assist with boarding as required.
• Liaise with airline staff to resolve customer issues and rebook where necessary.
• Ensure safety and customer service standards are maintained throughout the shift.

Skills

Customer service

Communication

Time management

Teamwork

Multitasking

Customer-focused

Adaptability

Job description

Customer Service Officer - Sydney Airport

With us, you'll experience the scale of working with Australia's leading airlines, while still being part of a business that treats you like an individual.

Every shift is about keeping the skies safe, keeping Australia's airports moving and making travel journeys memorable for passengers.

Our values are at the heart of everything we do, and we're excited to welcome people who share them. When we work with those who live our values every day, we strengthen and protect the great culture that defines Star Aviation, ensuring it continues to deliver exceptional results for our people, our partners, and our passengers.

How we support you
We'll support your growth with ongoing career training and development through our in-house programs, and you'll also enjoy access to discounts and benefits across travel, retail, lifestyle and more - from partners like SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many others.

As part of our Customer Service Crew, you will be the welcoming face of our operation, ensuring every passenger’s journey begins safely and smoothly. You will deliver exceptional customer service, assist with seamless check-in and boarding experiences, and uphold the highest standards of safety and care. With a genuine passion for people, you will represent our company with professionalism, confidence, and a strong commitment to always keeping our customers and colleagues.

• Deliver check-in services on behalf of Star Aviation and its Airlinecustomers in the correct application
• Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and procedures
• Politely welcome passengers as they arrive at the terminal counter
• Compare information on tickets with passenger data to ensure it all matches and is correct
• Check bookings and issue boarding passes
• Educate passengers about airport security protocols and luggage allowances
• Safely direct passengers to the correct gate for their flight
• Represent both the Airline and Star to the highest-level ensuring customer satisfaction
• Collect and reconcile airline revenue as per airline requirements
• Ensure the safe and secure operation of all equipment and assets
• Assisting passengers that require wheelchair assistance (using wheelchairs or E-caddy's and safely operate any lifting equipment such as Eagle Hoists)
• Operate and utilise equipment such as Aerobridges, disabled passenger lifts, passenger assistance devices
• Perform Boarding Gate duties including public announcements as per our client's requirements
• Complete Passenger Marshalling duties maintaining a safe and secure environment as per our client's requirements
• Liaise with passengers regarding missing baggage
• A valid Aviation Security Identification Card (ASIC) - or ability to obtain one
• Experience with Aviation/Airline industry - desirable
• A validdriverslicense to commute to work
• Ability to perform all duties at a high standard of customer service
• Caring approach to dealing with people
• Clear communication and good interpersonal skills
• Excellent organisation and time management skills
• Strong ability to multi-task, priorities and meet deadlines
• Customer focus to deliver exceptional service
• Ability to adapt to changing priorities and situations
• Able to work well in a fast-paced team environment
• Highly personable and able to communicate and influence a diverse range of stakeholders
• Proficient in report writing, in plain and clear English
• Awareness of the importance in achieving on time performance goals in an efficient and safe manner
• Alignment with our company Values (Safety, Accountability, Customer Service, Innovation, Teamwork

Due to the high volume of applications, only those that are progressed to the next stage of the recruitment process will be contacted.