Passenger Experience & Gate Services Agent

Swissport KSA; Najran; On-site; SAR 67,000 - 100,000; Full time

Job summary

Swissport KSA in Najran is seeking a proactive passenger service agent to support check-in, boarding and customer assistance. You will handle special needs passengers, verify documents, and coordinate through gates and transfers to ensure a smooth journey.

You will respond to irregularities, maintain high service standards, and comply with SOPs while supporting the Ramp team and handling equipment and reservations.

Qualifications

• Passionate about customer service and relevant work experience.
• Excellent written and verbal communication in English; Arabic a plus.
• Ability to follow procedures and work independently when needed.

Responsibilities

• Prepare and clear check-in counters and signage for flights.
• Provide welcome service at check-in and other touchpoints to ensure a positive experience.
• Verify travel documents and check in departing passengers per SOPs.
• Check boarding passes, make announcements, and ensure orderly boarding.
• Assist passengers during delays, cancellations or diversions; communicate with affected passengers.
• Maintain high standards of customer service at all times.
• Perform Check-In, Gate, Transfers, and Lost & Found duties as required.
• Assist passengers with special needs (UM, VIP, wheelchair assistance).
• Direct passengers through Customs, Immigration, Quarantine as needed.
• Manage Gate activities: setup, coordination with Flight Coordinator, boarding, and missing passenger searches.
• Contribute to on-time performance through proactive passenger service handling.
• Make public address announcements (delay, boarding, last call).
• Support Ramp team for wheelchairs, strollers, and gate-checked bags.
• Adhere to SOPs (Swissport & Carrier specific).
• Operate reservation/ticketing software and related equipment.
• Produce required work-related documentation.
• Protect company interests and image in Terminal/Airside.
• Safeguard boarding passes, tags, signage from loss or damage per procedures.
• Ensure uniform and PPE policy compliance.
• Provide information and solutions to customer queries impacting experience.
• Report irregularities to supervisor/manager and carry out additional duties as instructed.

Skills

Customer service

Communication

English proficiency

Arabic helpful

Attention to detail

Flexibility

Teamwork

Computer literacy

Job description

Swissport KSA in Najran is seeking a proactive passenger service agent to support check-in, boarding and customer assistance. You will handle special needs passengers, verify documents, and coordinate through gates and transfers to ensure a smooth journey.

You will respond to irregularities, maintain high service standards, and comply with SOPs while supporting the Ramp team and handling equipment and reservations.