Customer Service Officer - Sydney Airport

Star Aviation; Sydney; On-site; AUD 30,000 - 47,000; Full time

Job summary

Star Aviation, delivering passenger-focused ground handling at Sydney Airport, seeks a Customer Service Officer to welcome passengers, assist with check-in and boarding, and uphold safety standards. You will interact with airline customers and operate at the terminal with professionalism and confidence.

Join a team dedicated to smooth passenger journeys, accurate data checks, and clear safety protocols while supporting exceptional customer experiences in a fast-paced airport environment.

Qualifications

• Deliver check-in services on behalf of Star Aviation and its Airline customers 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
• 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
• Complete Passenger Marshalling duties maintaining a safe and secure environment as per our client’s requirements

Responsibilities

• Deliver check-in services on behalf of Star Aviation and its Airline customers in the correct application
• 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
• Perform Boarding Gate duties including public announcements as per our client’s requirements

Job description

Customer Service Officer - Sydney Airport

Star Aviation is Australia's most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports. We pride ourselves on being big enough to manage, yet small enough to care!

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

Strong ability to multi-task, prioritise 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

Awareness of EEO, Anti-Discrimination & Harassment legislation

Health and Safety Training

Proficient in report writing, in plain and clear English

Capable of using ground to ground radio equipment