Passenger Service Agent - Flynas TUU Station

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

Job summary

Swissport KSA seeks a customer service oriented Passenger Services Agent for our Saudi operations in Tabuk. You will handle check-in, baggage processing, and VIP assistance, ensuring a smooth passenger experience.

You will verify travel documents, manage boarding announcements, and assist passengers during irregularities. Flexibility for shifts and strong English communication are required, with Arabic a plus.

Qualifications

• Saudi Only.
• Passionate about customer service and must have relevant work experience.
• Excellent communication skills 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 adapt as needed.
• Must type and learn airline-specific reservation/ticketing software.
• Willingness to work in inclement weather.
• Flexibility to work on various shifts (days, evenings, nights, weekends, holidays).

Responsibilities

• Provide passenger/customer services as contracted, including baggage handling, check-in, and VIP assistance.
• Prepare and clear check-in counters and provide welcome service to passengers.
• Verify travel docs and check-in departing passengers per SOPs.
• Boarding pass checks, announcements, and efficient boarding.
• Assist customers during delays, cancellations, or diverted flights and coordinate communication.
• Maintain high customer service standards at all times.
• Perform Check-In, Gate, Transfers, Lost & Found duties as required.
• Assist passengers with special needs including UM, VIP, and wheelchair assistance.
• Direct passengers through Customs, Immigration, and Quarantine as required.
• Manage gate activities: setup, communications, and final passenger figures; search for missing passengers if needed.
• Contribute to on-time flight performance through proactive handling of passenger service matters.
• Make public address announcements (delay, boarding, last call).
• Support Ramp team to provide wheelchairs, strollers, and gate-checked bags for loading and arrival.
• Adhere to Standard Operating Procedures (Swissport & Carrier Specific).
• Operate equipment and airline reservation/ticketing software and produce required documentation.
• Uphold Swissport image and protect company assets at the terminal/airside.
• Ensure adherence to uniform and PPE policies where applicable.
• Provide information and solutions to customer queries and issues impacting experience.
• Report irregularities to supervisor/manager and perform additional duties as instructed.

Skills

Excellent communication (English)

Arabic advantageous

Customer service focus

Independent worker

Attention to detail

Numerate

Follow processes

Type and learn airline software

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)