Customer Services Agent

About the role

The Customer Services Agent works at airport check‑in counters and boarding gates, assisting passengers with travel documentation, special needs, and flight‑related inquiries while ensuring safety and security standards are met.

Key responsibilities

• Provide excellent customer service at check‑in counters and boarding gates.
• Verify passenger identity and travel documents such as passports, visas, and tickets.
• Assist passengers with special needs and handle disruptions or inquiries.
• Operate automated check‑in systems and process travel documentation.
• Ensure compliance with all safety and security procedures and report incidents.
• Manage boarding gates to enable safe and timely flight departures.
• Coordinate with airline and ground teams for smooth turnaround operations.
• Monitor boarding processes, passenger reconciliation, and flight updates.
• Communicate effectively with crew, stakeholders, and passengers.
• Perform any other duties assigned by the reporting manager.

Required profile

• Minimum GCE “N” Level (5 subjects) or equivalent.
• Previous customer service experience preferred.
• Strong communication and interpersonal skills.
• Willingness to work shifts, including weekends and public holidays.
• Ability to handle physical tasks such as assisting with passenger baggage.

Required skills