Job Summary
To provide all necessary and required passenger/customer services as contracted by the customer including but not be limited to reservations, ticketing, baggage processing, terminal/gate check-in, jetway operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, handle customer complaints and other duties as assigned.
Responsibilities
- Inspect and verify passenger documentation
- Issue boarding passes and reschedules passengers affected by flight interruptions or cancellations
- Manage passenger baggage processing including handling and fee calculation if applicable
- 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 Service Agents 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
- Comply with all federal, state, municipal, airport authority, and carrier security requirements and Swissport SOPs and policies
- Operate equipment to include the jetway, computer keyboards, and carrier-specific reservation/ ticketing software
- Produce all required, work-related documentation
- Other duties as assigned
Qualifications and Competencies
- High School diploma or GED equivalent
- Passionate about customer service and must have relevant work experience
- Excellent communication skills (written and verbal) in country-specific language
- Additional languages desirable
- 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
