Passenger Services Delivery Agent

dnata; Sydney; On-site; AUD 30,000 - 41,000; Part time

Benefits offered by this job

5 Weeks Annual Leave

Parking by dnata

Uniforms and ID cards supplied

Job summary

dnata is hiring a Passenger Service Delivery Agent at Sydney International Airport. The role is permanent part-time with a minimum of 20 hours per week, offering career progression opportunities and parking allowance.

You’ll handle check-ins, passenger services, and gate duties while ensuring safety, compliance and excellent customer service. Responsibilities include check-in duties, paperwork, assisting passengers (including those with special needs), baggage handling, and liaising with clients

Qualifications

• 1–2 years’ experience in a customer service oriented role.
• Experience dealing with difficult situations with clients and high-volume, personalised service.
• High level computer skills and ability to work unsupervised in a fast-paced environment.
• Ability to roster shifts spanning 24 hours / 7 days a week, including mornings and weekends.
• Ability to handle baggage up to 32kg and assist special needs passengers.

Responsibilities

• Deliver a high standard of customer service for client airlines in a timely, professional manner.
• Carry out passenger check-in duties and related service delivery tasks.
• Ensure paperwork and reporting are completed per service agreements and company requirements.
• Assist passengers, including those with special needs and those disrupted or delayed.
• Assist with baggage forwarding and liaise with internal/external stakeholders.

Skills

Customer service

Communication skills

Computer literacy

Roster planning

Job description

Ever dreamed of working at the airport? This is your chance to join the world’s leading Ground Handler at Sydney International Airport!

As a Passenger Service Delivery Agent, you’ll work in a fast-paced team environment handling check-ins, passenger services, and gate duties while ensuring safety, compliance, and excellent customer service. You’ll also support smooth aircraft turnarounds and help deliver strong results for our airline clients.

The position available is Permanent Part time.

What You’ll Be Doing:

• Deliver a high standard of customer service for all client airlines and ensure all customer service requirements are met in a timely, efficient and professional manner, at all times
• Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines
• Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements and company requirements
• Assisting passengers
  • During disrupted or delayed services
  • That require special assistance
  • In wheelchairs to and from aircrafts
• Forwarding/delivering of baggage to passengers
• Follow all OH&S requirements and report incidents immediately
• Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines
• Promote and maintain a positive company image (including grooming, behaviours and service)
• Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance)
• Liaise professionally with internal and external clients and stakeholders

What you will receive as an employee:

• 5 Weeks Annual Leave (accrued on all time worked);
• Parking paid by dnata
• Uniforms and ID cards supplied;
• Minimum engagement of 20 hours per week;
• Opportunities for career progression and ability to progress in the business;

What We’re Looking For:

• 1 - 2 years’ experience in customer service-oriented role
• Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
• Ability to handle baggage up to 32kg.
• Ability to assist special needs passengers (including pushing wheelchairs to assist passengers)
• Ability to work unsupervised at times and in a changing and fast paced team environment
• High level computer skills
• Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend

dnata is a leading global air services provider delivering safe, efficient and seamless ground handling services across Australia, including passenger services, ramp and baggage handling, and cargo operations across major airports nationwide. We support some of the world’s largest airlines, combining safety, efficiency, and teamwork to keep aircraft, freight, and passengers moving seamlessly.