Passenger Services Agent job description

Job brief

We are seeking a service-focused, adaptable, and dynamic Passenger Services Agent to join our team. The ideal candidate will have a keen interest in providing excellent customer service, excellent interpersonal skills, and be able to diffuse tense situations. The focus of the role is to ensure our passengers receive the highest level of service possible.

Responsibilities

• Assist passengers with any requests they have, such as requests for wheelchairs or special assistance.
• Be active on the airport floor to assist passengers with any problems that may arise, such as directions, information for completing security processing, and flight information.
• Liaise with other ground operations team members to arrange for delivery of customer requests.
• Ensure that passengers who are delayed or late are assisted with expediting their check-in and security clearance where possible.
• Assist passengers with directions to the relevant desks for issues such as missed connections.
• Listen to passenger feedback and ensure that feedback is noted and taken on board.
• Complete regular passenger satisfaction surveys.
• Actively promote safety within the airport.
• Assist clients with lost and found queries, such as passports, personal items, and baggage queries.
• Use the point of sale systems to take payments for overweight bags.

Requirements

• High School Education or above
• 2 years of experience within a customer service role
• 1 year of experience within the travel and tourism or aviation industry is highly desirable
• Excellent interpersonal skills
• Good communication skills, both written and verbal
• Excellent computer skills
• Adept with problem-solving and critical thinking
• Ability to diffuse tense situations
• Excellent customer service skills
• Able to work in a pressurized environment
• Demonstrated ability to meet service level agreements, department objectives, and KPI’s