Passenger Service Agent - Flynas ELQ Station

Swissport KSA; Al-Qassim Province; Sur place; SAR 45 000 - 89 000; Plein temps

Résumé du poste

Swissport KSA is seeking a proactive Passenger Service Agent to deliver outstanding customer service at our airport operations in Saudi Arabia. You will handle check-in support, baggage guidance, and assist passengers including those with special needs, ensuring smooth flows across immigration and boarding.

The role requires strong English communication, the ability to work various shifts, and a proactive approach to problem-solving, with a focus on safety and compliance with airline procedures.

Qualifications

• Passionate about customer service and must have relevant work experience.
• Excellent communication skills (written and verbal) in English; Arabic is a plus.
• Commitment to continuous improvement and ability to work independently.
• Attentive to detail and numerate; follow processes and procedures.
• Must be able to type and learn airline reservation/ticketing software.

Responsabilités

• Provide passenger services at check-in, gate, and transfers.
• Assist passengers including those with special needs (UM, wheelchair assistance).
• Guide passengers through customs, immigration, and quarantine as required.
• Coordinate with Flight coordinator and inform about boarding and passenger counts.
• Maintain high customer service standards and handle flight irregularities.

Connaissances

Customer service

English proficiency

Arabic language

Attention to detail

Communication skills

Outils

Airline reservation software

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)