Passenger Service Agent Flynas RUH Station

About the Role

Swissport KSA is seeking a Passenger Service Agent for its Flynas RUH Station in Riyadh, Saudi Arabia. This full-time role involves providing comprehensive passenger and customer services as per contractual agreements, ensuring a positive experience for all travelers. The position requires 0-1 years of experience.

Key Responsibilities

• Prepare and clear check-in counters with appropriate stationery and signage before and after flights.
• Welcome passengers at check-in and other customer service points, assisting in providing a pleasant customer experience.
• Verify travel documentation and check in departing passengers according to standard operating procedures.
• Counter-check boarding passes, make announcements, and ensure efficient passenger boarding.
• Assist customers during flight irregularities such as delays, cancellations, or diversions, coordinating communication to maintain a positive passenger experience.
• Maintain excellent customer service standards consistently.
• Perform duties related to Check-In, Gate, Transfers, and Lost & Found.
• Charge applicable excess baggage fees.
• Assist passengers through arrival and check-in processes, including support for those with special needs like unaccompanied minors (UM), VIP passengers, and individuals requiring wheelchair assistance.
• Direct passengers through Customs, Immigration, and Quarantine as necessary.
• Manage Gate activities, including set-up, continuous communication with the Flight Coordinator, flight close-out, boarding process, accuracy of final passenger figures, initiating searches for missing passengers, and communicating baggage details for missing passengers.
• Contribute to the on-time performance of flights through proactive handling of Passenger Service matters.
• Make public address announcements as required (*, delay, boarding, last call).
• Assist the Ramp team to ensure wheelchairs, strollers, and gate-checked bags (cleared through security) are available for loading upon departure and delivery upon arrival.
• Adhere to and comply with all Standard Operating Procedures (Swissport & Carrier Specific).
• Operate equipment such as 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 (airlines) supplied products (*, boarding passes, tags, signage) from loss or damage by strictly adhering to written procedures.
• Ensure compliance with uniform standards in line with appearance and personal protective equipment policies where applicable.
• Provide relevant information to customer queries and offer solutions to issues impacting 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 National only.
• High School diploma.
• Passion for customer service with 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 required.
• Must be able to type and learn airline-specific computer reservation/ticketing software.
• Willingness to work in inclement weather.
• Flexibility to work various shifts (days, evenings, nights, weekends, and holidays).