Passenger Service Agent - Flynas MED Station

Swissport KSA; Medina; On-site; SAR 112,000 - 156,000; Full time

Job summary

Swissport KSA in Medina seeks a customer service-focused airport services agent to manage check-in, gate operations, and passenger assistance for arriving and departing travelers. You will handle documentation checks, boarding procedures, and support for passengers with special needs, ensuring a smooth passenger experience.

The role requires strong English communication, willingness to work flexible shifts, and ability to operate airline software.

Qualifications

• Saudi Only.
• Passionate about customer service and must have relevant work experience.
• Excellent communication skills (written and verbal) in English; Arabic 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, evenings, nights, weekends, and holidays).

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 customer service touch points.
• Verification of travel documentation and check in of departing passengers as per SOPs.
• Counter checking boarding passes and making announcements.
• Assist customers during flight irregularities (delays, cancellations, or diversions).
• Maintain excellent customer service standards at all times.
• Perform Check-In, Gate, Transfers, Lost & Found duties.
• Assist passengers including those with special needs (UM, VIP, wheelchair).
• Direct passengers through Customs, Immigration, and Quarantine as required.
• Contribute to on-time performance and communicate baggage details for missing passengers.
• Make public address announcements as required.
• Assist Ramp team to load/unload and deliver items to passengers.
• Uphold company SOPs and protect assets.
• Operate reservation/ticketing software and produce required documentation.

Skills

Customer service

English proficiency

Arabic language

Attention to detail

Communication skills

Independent worker

Adaptability

Typing ability

Software familiarity

Shift flexibility

Tools

Airline reservation 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)