Passenger Service Agent - Flynas DMM Station

Swissport KSA; Dammam; On-site; SAR 36,000 - 58,000; Full time

Job summary

Swissport KSA in Dammam is seeking a Passenger Services Agent to deliver comprehensive passenger services at check-in, gate, transfers, and arrival areas, ensuring a smooth and pleasant travel experience for all customers.

Responsibilities include verifying travel documents, assisting passengers with special needs or VIPs, and coordinating with the Flight Coordinator to support on-time performance and clear public announcements as required.

Qualifications

• Saudi-only requirement.
• Customer service-focused with relevant experience.
• Strong English communication; Arabic language skills a plus.

Responsibilities

• Assist passengers at check-in and throughout the airport to ensure a positive experience.
• Verify travel documentation and check-in departing passengers.
• Handle gate operations, transfers, and Lost & Found duties.
• Assist passengers with special needs, VIPs, and unaccompanied minors.
• Provide information and resolve issues impacting customer experience.
• Maintain high standards of service and adhere to SOPs.

Skills

Customer service

Communication skills

Self-motivated

Attention to detail

Process adherence

Typing & reservation software

Weather resilience

Shift versatility

Tools

Airline reservation system

Ticketing software

Job description

To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance and other duties as assigned

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 at other customer service touch points and to assist in providing a pleasant customer experience
• Verification of travel documentation and check in of departing passengers as per standard operating procedures
• Counter checking boarding pass, making announcements, ensuring that passengers are boarded efficiently
• Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive
• Maintain excellent customer service standards at all times
• Be able to perform Check-In, Gate, Transfers, Lost & Found duties
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine, as required
• In charge of Gate activities such as set-up (including airline specific presentations), permanent communication with Flight coordinator close-out of flight, boarding process and accuracy of final passenger figures, initiate search for missing passenger and communicate baggage details for missing passengers
• Contribute to on time performance of flight through proactive handling of Passenger Service related matters
• Make public address announcements as required, i.e. delay, boarding, last call etc.
• Assist Ramp team to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Adherence and compliance to all Standard Operating Procedures (Swissport & Carrier Specific)
• Operate equipment like computer keyboards, and carrier specific reservation/ ticketing software
• Produce all required, work-related documentation
• Uphold and protect the company’s interests and image while at the Terminal / Airside
• Protect customer (airlines) supplied products e.g. Boarding passes, Tags, Signage etc. from loss or damage by strictly adhering to written down procedures
• Ensure compliance with uniform standards in line with appearance, and personnel protective equipment policies where applicable
• Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience
• Report all irregularities to the appropriate supervisor/manager
• Carry out any additional duties as instructed by management

Qualifications and Competencies

• Saudi Only.
• Passionate about customer service and must have relevant work experience
• Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage
• Commitment to continuous improvement
• Self motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ ticketing software
• Willingness to work in inclement weather
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)