Passenger Service Agent Flynas YNB Station

About the Role

Swissport KSA is seeking a Passenger Service Agent to join their team in Al Madinah, covering locations including Yanbu and Medina. This full-time role involves providing comprehensive passenger and customer services as per contractual agreements, ensuring a positive experience for all travelers.

Key Responsibilities

• Prepare and clear check-in counters with necessary stationery and signage before and after flights.
• Welcome passengers at check-in and other customer service points to facilitate a pleasant experience.
• Verify travel documentation and check-in departing passengers according to standard operating procedures.
• Conduct boarding pass checks, make announcements, and ensure efficient passenger boarding.
• Assist passengers during flight irregularities such as delays, cancellations, or diversions, coordinating communication to maintain a positive passenger experience.
• Maintain high customer service standards consistently.
• Perform duties related to Check-In, Gate, Transfers, and Lost & Found.
• Charge applicable excess baggage fees.
• Provide assistance to passengers through arrival and check-in processes, including support for unaccompanied minors (UM), VIP passengers, and those requiring wheelchair assistance.
• Direct passengers through Customs, Immigration, and Quarantine as required.
• Manage Gate activities, including setup, communication with Flight Coordinators, flight close-out, boarding processes, and ensuring accuracy of final passenger figures; initiate searches for missing passengers and communicate baggage details.
• Contribute to the on-time performance of flights through proactive handling of Passenger Service matters.
• Make public address announcements as necessary (*, for delays, boarding, last calls).
• Assist the Ramp team to ensure wheelchairs, strollers, and gate-checked bags are available for loading upon departure and delivery upon arrival.
• Adhere to all Standard Operating Procedures (Swissport and Carrier Specific).
• Operate computer keyboards and carrier-specific reservation/ticketing software.
• Produce all required work-related documentation.
• Uphold and protect the company’s interests and image at the Terminal/Airside.
• Protect customer-supplied products (*, boarding passes, tags, signage) from loss or damage by strictly following procedures.
• Ensure compliance with uniform standards and personal protective equipment policies.
• Provide relevant information and solutions to customer queries that may impact their experience.
• Report all irregularities to the appropriate supervisor/manager.
• Carry out any additional duties as instructed by management.

Qualifications and Competencies

• High School diploma.
• Demonstrated passion for customer service and relevant work experience.
• Excellent communication skills (written and verbal) in English; Arabic is an advantage.
• Commitment to continuous improvement.
• Self-motivated and capable of working independently.
• Attentive to detail and numerate.
• Ability to follow processes and procedures, applying a flexible approach when necessary.
• Proficiency in typing and ability to learn airline-specific computer reservation/ticketing software.
• Willingness to work in various weather conditions.
• Flexibility to work diverse shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Al Madinah, with responsibilities covering locations such as Yanbu and Medina. The role requires adaptability to various shifts and working conditions.