Passenger Service Agent

About the role

The Passenger Service Agent is responsible for day‑to‑day customer service in a highly manual and regulated airport environment. The role includes passenger handling, wheelchair assistance and baggage tracing while complying with state, airport and Swissport procedures.

Key responsibilities

• Provide exceptional customer service to all passengers and internal stakeholders.
• Inspect and verify passenger documentation, issue boarding passes and re‑schedule passengers affected by flight disruptions.
• Manage passenger baggage processing, including handling, fee calculation and gate boarding.
• Assist passengers with special needs, including wheelchair assistance, unaccompanied minors and VIPs.
• Make public address announcements and guide passengers through customs, immigration and quarantine as required.
• Operate jetway equipment, computer systems and carrier‑specific reservation/ticketing software.
• Handle cash, debit and credit card transactions securely and reconcile any discrepancies.

Required profile

• CXC O’Level passes including Mathematics and English.
• Passionate about delivering high‑quality customer service.
• Excellent written and verbal communication skills; additional languages are a plus.
• Strong attention to detail and numeracy.
• Willingness to work in inclement weather and on flexible shifts (days, evenings, nights, weekends, holidays).

Required skills

• Operation of jetway and related airport equipment.
• Proficiency with reservation and ticketing software systems.
• Cash handling and transaction reconciliation.
• Baggage tracing and handling procedures.

What we offer

• Excellent workplace environment.
• Strong growth and development opportunities.
• Health insurance coverage.
• Uniforms provided.