Passenger Service Agent

Swissport; Canberra; On-site; AUD 48,000 - 60,000; Full time

Benefits offered by this job

On-site parking

Uniforms provided

Career advancement opportunities

Annual and personal leave accrual

Paid training and ongoing support

Job summary

Swissport in Australia is seeking a Passenger Service Agent to ensure a seamless experience for passengers from check-in to boarding. You will be part of a safety‑conscious, service‑oriented team at the airport, supporting multiple airlines and coordinating with colleagues to meet schedules.

Role requires excellent communication, a customer‑first mindset, and the ability to work flexible shifts, including early mornings, late nights and weekends.

Qualifications

• Proven ability to assist passengers with professionalism and courtesy.
• Ability to work across shifts including early mornings, nights and weekends.
• Strong communication skills and problem solving under pressure.

Responsibilities

• Assist passengers during check-in, boarding and disembarkation.
• Verify tickets, issue boarding passes and check luggage.
• Provide flight information and updates on delays or gate changes.
• Resolve passenger issues with courteous, efficient service.
• Assist passengers with special needs and unaccompanied minors.
• Ensure security procedures are followed and records are maintained.
• Coordinate with airport teams to ensure smooth operations.

Skills

Customer service

Interpersonal skills

Team player

Time management

English fluency

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.”

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.

Visit our website at Swissport Careersto learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!

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