Passenger Services Agent at Swissport

The successful candidate will be responsible for ensuring that operational excellence is delivered without compromising on quality, safety and service delivery.

Primary Duties / Essential Functions

Check in

• Prepare and clear check in counters pre and post flight with appropriate stationery and signage.
• Provide a welcome service to our passengers at check in, and at other customer service touch points and to assist in providing a pleasant customer experience.
• Verification of travel documentation and check in of departing passengers as per standard operating procedures.
• Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive.
• Maintain excellent customer service standards at all times.
• Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience.

Ticket Sales

• Responsible for selling tickets for various airlines, including quoting fares and accepting payment.

Handling Baggage

• Checking and weighing passenger baggage, charging appropriate baggage fees and questioning passengers regarding their baggage items as per airline requirements.

Gate Service

• Counterchecking boarding pass, making announcements, ensuring that passengers are boarded efficiently.

Flight Control Operations

• To prepare all documentation in compliance with IATA and airline requirements.
• Ensure appropriate flight documentation is completed and filed.
• Flight setup and close out.
• Compiling and submission of post flight messages.
• Completing airline-required gate operations for departing and arriving flights.
• Provide flight editing function to ensure that any required service requests are applied to individual passengers.
• Assist customers resolve any booking irregularities to ensure passenger experience remains positive.

Qualifications

• KCSE Minimum C-
• Certificate/diploma preferably in hospitality industry
• Professional Experience: Aviation industry or hospitality industry experience preferred
• Excellent communication skills
• Foreign language is an added advantage