Customer Service Agent – Airport Passenger Support

About the role

The Customer Service Agent will ensure safe and efficient transport of ADAC guests within the airport terminal and provide clear information to passengers about airport rules, facilities and services. The role involves coordinating with airport staff, handling passenger queries, and supporting emergency procedures.

Key responsibilities

• Transport ADAC guests safely within the terminal and coordinate buggy transport for arrivals and departures.
• Provide concise information on airport rules, regulations, lounges, gates, banks, restaurants, ATMs and other facilities.
• Attend briefing sessions, follow hand‑over procedures and adhere to ADA SOPs, including lift entrapment and panic alarm processes.
• Collect on‑the‑spot passenger feedback, suggestions and special requests for continual improvement.
• Assist elderly, people of determination, children and other passengers requiring extra support.
• Coordinate with Midfield Terminal stakeholders to resolve customer problems and improve service delivery.
• Support passengers during emergencies and ensure compliance with ADA standards, policies and procedures.
• Report faults and unattended items to the relevant departments and keep the CX Team Leader informed.

Required profile

• Good knowledge of airport facilities, services and passenger assistance procedures.
• Excellent communication skills to convey information clearly to a diverse passenger base.
• Ability to follow SOPs, safety protocols and emergency response guidelines.
• Strong teamwork and coordination skills with airport representatives and stakeholders.
• Proactive attitude to suggest improvements and handle passenger feedback.