Passenger Service Agent

Swissport; Australia; On-site; AUD 42,000 - 54,000; Full time

Benefits offered by this job

On-site parking

Uniforms provided

Career progression

Annual leave

Job summary

Swissport is seeking Passenger Service Agents to deliver friendly, safe and efficient service for passengers from check-in to aircraft, working within a fast-paced airport environment.

You will assist with check-in, boarding, luggage handling, provide flight information, handle special needs, adhere to security protocols, and communicate effectively with international travelers. The role requires flexibility for shifts, strong teamwork, and a commitment to exceptional customer service.

Qualifications

• Excellent English, both written and spoken.
• Strong interpersonal and teamwork abilities.
• Willingness to learn and develop professionally.
• Professional presentation and grooming.
• Comfort with using software and technology.

Responsibilities

• Assist passengers during check-in, boarding and disembarkation.
• Handle the check-in process, verify tickets, issue boarding passes, and check luggage.
• Provide accurate flight information including delays, changes, and gate updates.
• Resolve passenger issues with professionalism and care.
• Assist passengers with special needs, including unaccompanied minors and wheelchair support.
• Ensure security procedures are followed and luggage screened.
• Coordinate with airport staff to ensure smooth operations and service quality.
• Maintain records of transactions and customer interactions.

Skills

Fluent English

Interpersonal skills

Team player

Customer service

Flexibility

Tools

Ticketing 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

Passenger Service Agents play a crucial role in ensuring a seamless and pleasant experience for passengers, from the terminal to the aircraft. Our Passenger Service 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.

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.
• 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

• On-site employee parking available.
• Uniforms provided.
• Opportunities for career advancement.
• Accrual of annual and personal leave.
• Comprehensive & paid training and ongoing support provided.

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.