Passenger Service Agent Flynas TIF Station

About the Role

Swissport KSA is seeking a Passenger Service Agent to join their team in Makkah, with operations covering Taif and Makkah. This full-time role involves providing essential passenger and customer services as contracted, ensuring a smooth and positive experience for travelers. The position is suitable for candidates with 0-1 years of experience in a relevant field.

Key Responsibilities

• Prepare and clear check-in counters with appropriate stationery and signage before and after flights.
• Provide a welcoming service to passengers at check-in and other customer service touchpoints.
• 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 unaccompanied minors (UM), VIP passengers, and those requiring wheelchair assistance.
• Direct passengers through Customs, Immigration, and Quarantine as required.
• Manage Gate activities, including set-up, communication with the Flight Coordinator, flight close-out, boarding process, and accuracy of final passenger figures.
• Initiate searches for missing passengers and communicate baggage details for them.
• Contribute to the on-time performance of flights through proactive handling of Passenger Service matters.
• Make public address announcements as needed (*, delay, boarding, last call).
• Assist the Ramp team to ensure wheelchairs, strollers, and gate-checked bags 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-supplied products (*, boarding passes, tags, signage) from loss or damage by strictly adhering to procedures.
• Ensure compliance with uniform standards in line with appearance and personal protective equipment policies.
• 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

• Demonstrated passion for customer service and relevant work experience.
• Excellent communication skills, both written and verbal.
• Commitment to continuous improvement.
• Self-motivated and capable of working independently.
• Attentive to detail and numerically proficient.
• Ability to follow processes and procedures, applying a flexible approach when necessary.
• Proficiency in typing and willingness to learn airline-specific computer reservation/ticketing software.
• Willingness to work in various weather conditions.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based in Makkah, with duties extending to Taif. The role requires adaptability to various operational demands, including working in different shifts and potentially inclement weather conditions.