Customer Service Agent – Airport Passenger Support

About the role

The Customer Service Agent works throughout the airport terminal to ensure safe and efficient transport of passengers and to provide high‑quality information and assistance. The role is mobile, operates in a 24‑hour environment and follows a rotating 12‑hour shift pattern.

Key responsibilities

• Transport ADAC guests safely within the terminal using buggy service.
• Provide clear, concise information on airport rules, facilities, lounges, gates, banks, restaurants, ATMs and other services.
• Assist passengers, especially elderly, people of determination and children, throughout their journey.
• Coordinate with airport representatives and Midfield Terminal stakeholders to resolve passenger issues.
• Monitor and manage internal lift entrapment and panic alarm processes according to ADA SOP.
• Collect on‑the‑spot passenger feedback for continuous improvement and reporting.
• Support emergency response and adhere to ADA standards, policies and procedures.
• Report faults and unattended items to the appropriate departments and keep the Customer Service Team Leader informed.

Required profile

• Willingness to work a rotating 12‑hour shift pattern (4 days on, 2 days off).
• Ability to move continuously around the terminal and operate buggy transport equipment.
• Strong communication skills to interact with passengers, airlines and airport staff.
• Capability to assist vulnerable passengers and handle emergency situations.
• Commitment to follow SOPs, safety standards and reporting procedures.

Required skills