Customer Service Agent – Airport Operations (UAE National)

About the role

The Customer Service Agent will manage the airport information desk, ensuring a seamless passenger experience through effective communication, coordination with stakeholders, and prompt resolution of enquiries and grievances.

Key responsibilities

• Greet and guide passengers, directing them to appropriate areas.
• Operate the Airport Information Centre 24/7, providing world‑class service in person and over the phone.
• Maintain terminal infrastructure and passenger facilities in both landside and terminal buildings.
• Coordinate with police, immigration, customs and other agencies to ensure smooth passenger processing.
• Regulate queues at processing zones, manage trolley flow and assist VIP/CIP passengers.
• Prepare arrival hall, manage immigration/customs queues and monitor passenger flow.
• Handle mishandled baggage, lost‑and‑found reports and update FIDS information.
• Record passenger feedback, report incidents/accidents and support safety audits.

Required profile

• Fast learner with excellent customer service and communication skills.
• Highly focused, organized and disciplined.
• Strong coordination, presentation and follow‑up abilities.
• Problem‑solving mindset and strong internal relationship skills.
• Initiative‑taker, responsible and ownership‑driven.
• Team player, adaptable and open to sharing feedback and ideas.

Required skills