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Job Description
Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”
We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.
Job Summary
The Passenger Service Agent is responsible for day-to-day customer service in a highly manual and regulated environment within the confines of the Airport Operations. The position encompasses functions such as passenger handling, wheelchair passenger assistance and baggage tracing to the highest standard while complying with State, Airport and Swissport Standard Operating Procedures and Policies
Your activities
Passenger Service Job Functions include but are not limited to:
Provide exceptional customer service to all internal and external customers and travelling passengers. Maintain a pleasant and professional demeanor at all times.
Inspect and verify passenger documentation and check in of passenger.
Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.
Manage passenger baggage processing including handling and fee calculation if applicable.
Boarding of checked-in passengers at gate.
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.
Make public address announcements as required.
Assist Ramp Attendants 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.
Operate equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software.
Produce all required, work-related documentation e.g. Immigration, Port Health and Customs Offices.
Completion of sales reports when necessary.
Mishandled baggage process by way of Baggage Tracing systems and Airline Communications as per company and airline training.
Responsible and accountable for cash collected for ticketing, excess baggage and any other duties that you may be called upon to perform which requires the safe and secure handling of cash, debit and credit cards during your shift. Responsible for repayment of any monies that have been negligently misplaced or stolen while in your possession.
Ensures proper flight handling & procedural functions are followed.
Comply with the responsibilities detailed in the station’s QHSE Management System Manual and the manuals under your responsibility and management, ensuring compliance with the requirements in accordance with ISO 9001, ISO 14001, ISO 45001 and ISAGO standards
Perform other duties assigned.
Wheelchair Assistance Job Functions include but are not limited to:
Provide exceptional customer service to all internal and external customers and travelling passengers. Maintain a pleasant and professional demeanor at all times.
Assists both inbound and outbound passengers by physically transporting them throughout the airport facilities with the use of company assigned wheelchairs as per training received, policies and procedures.
Monitors passengers with special needs and their personal effects, while they are in the airline terminal, airline lounges, customer care centers, shopping areas, etc.
Assist special needs passengers with baggage and personal effects
Assist in checking in and claiming customer’s luggage.
Comply with all safety and security regulations.
Assist in lifting passengers requiring assistance in and out of cars and/or aircraft passenger seats.
All other duties associated with the job classification assigned by Supervisor/Manager
Your profile
CXC O’Level Passes including Math and English.
Passionate about customer service.
Excellent communication skills (written and verbal).
Additional languages desirable.
Attentive to detail and numerate.
Willingness to work in inclement weather.
Flexible to work on various shifts (days, evening, nights, weekends, and holidays).
What we offer
Excellent workplace environment
Excellent growth opportunities
Health Insurance
Uniforms
