Airport Passenger Experience Specialist

Swissport KSA; Dammam; On-site; SAR 33,000 - 56,000; Full time

Job summary

Swissport KSA in Saudi Arabia seeks a Customer Service Agent to deliver passenger and baggage handling, check-in, and VIP assistance as contracted. You will greet passengers, verify travel documents, and support smooth terminal operations while maintaining a high standard of customer care across touchpoints.

Responsibilities include assisting during delays or cancellations, handling transfers, and ensuring accurate passenger counts and boarding procedures.

Qualifications

• Saudi national only.
• High School diploma.
• Excellent communication skills in English; Arabic an advantage.
• Customer service experience.
• Willingness to work in diverse shifts.
• Ability to follow processes and procedures.
• Typing and using airline reservation/ticketing software.

Responsibilities

• Prepare and clear check-in counters pre and post flight with appropriate stationery and signage.
• Provide a welcome service to passengers at check in and other touch points to ensure a pleasant experience.
• Verify travel documents and check in departing passengers per SOP.
• Counter check boarding passes and announce boarding calls; ensure efficient boarding.
• Assist passengers during irregularities (delays, cancellations) and coordinate with affected passengers.
• Maintain excellent customer service standards at all times.
• Perform Check-In, Gate, Transfers, Lost & Found duties as required.
• Charge applicable excess baggage fees.
• Assist passengers with special needs (UM, VIP, wheelchair) during arrival and check-in processes.
• Direct passengers through Customs, Immigration, Quarantine as required.
• In charge of Gate activities: setup, communication with Flight coordinator, boarding, and final passenger counts.
• Contribute to on-time flight performance through proactive passenger service handling.
• Make public address announcements (delay, boarding, last call).
• Assist Ramp team with wheelchairs, strollers, and gate checked bags.
• Adhere to Standard Operating Procedures (Swissport & Carrier specific).
• Operate equipment and carrier reservation/ticketing software.
• Produce all required work-related documentation.
• Protect company image in terminal/airside.
• Protect boarding passes, tags, signage from loss or damage.
• Ensure uniform standards and PPE policy compliance.
• Provide information and solutions to customer queries.
• Report irregularities to supervisor/manager.
• Carry out additional duties as instructed.

Skills

Customer service

Communication skills

Attention to detail

Numeracy

Self-motivation

Independent work

Process compliance

Typing / reservation software

Education

High School diploma

Tools

Airline reservation software

Job description

Swissport KSA in Saudi Arabia seeks a Customer Service Agent to deliver passenger and baggage handling, check-in, and VIP assistance as contracted. You will greet passengers, verify travel documents, and support smooth terminal operations while maintaining a high standard of customer care across touchpoints.

Responsibilities include assisting during delays or cancellations, handling transfers, and ensuring accurate passenger counts and boarding procedures.