Passenger Service Agent - Flynas EAM Station

Swissport KSA; Najran; Sur place; SAR 67 000 - 100 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Communication

English proficiency

Arabic helpful

Attention to detail

Flexibility

Teamwork

Computer literacy

Description du poste

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)