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Title

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Passenger Service Agent

Description

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We are looking for a dedicated Passenger Service Agent to join our airport team. As a Passenger Service Agent, you will be the first point of contact for travelers, ensuring a smooth and pleasant experience from check-in to boarding. Your role is crucial in delivering excellent customer service, handling inquiries, resolving issues, and assisting passengers with various needs. You will be responsible for checking in passengers, issuing boarding passes, managing luggage, and providing information about flight schedules, delays, and airport facilities. Additionally, you will assist passengers with special requirements, such as those with reduced mobility, unaccompanied minors, or language barriers. The ideal candidate is friendly, patient, and able to remain calm under pressure. You must be able to multitask in a fast-paced environment, work efficiently as part of a team, and communicate clearly with both passengers and colleagues. Flexibility is essential, as shifts may include early mornings, late nights, weekends, and holidays. Previous experience in customer service or the airline industry is an advantage, but not required, as comprehensive training will be provided. If you are passionate about helping people and thrive in a dynamic environment, we encourage you to apply for this rewarding position.

Responsibilities

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  • Greet and assist passengers at check-in counters and boarding gates
  • Issue boarding passes and check travel documents
  • Handle luggage inquiries and resolve baggage issues
  • Provide information on flight schedules, delays, and airport services
  • Assist passengers with special needs, including those with disabilities
  • Coordinate with airline and airport staff to ensure smooth operations
  • Manage unaccompanied minors and elderly passengers
  • Respond to passenger inquiries and resolve complaints professionally
  • Ensure compliance with security and safety regulations
  • Prepare and process necessary travel documentation

Requirements

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  • High school diploma or equivalent
  • Excellent communication and interpersonal skills
  • Ability to work flexible hours, including weekends and holidays
  • Strong problem-solving abilities and attention to detail
  • Customer service experience preferred
  • Ability to remain calm under pressure
  • Basic computer skills
  • Professional appearance and demeanor
  • Fluency in English; additional languages are a plus
  • Ability to stand for extended periods and lift luggage

Potential interview questions

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  • Why are you interested in working as a Passenger Service Agent?
  • Describe a time you handled a difficult customer situation.
  • How do you prioritize tasks during busy periods?
  • Are you comfortable working irregular hours, including nights and weekends?
  • What experience do you have in customer service?
  • How would you assist a passenger with special needs?
  • Can you describe your approach to teamwork?
  • How do you handle stressful situations?
  • Are you familiar with airport security procedures?
  • What languages do you speak?