Customer Service Agent – Airport Passenger Support

About the role

The Customer Service Agent will be the primary point of contact for passengers, airport users, airlines and other stakeholders, ensuring a high‑quality customer experience throughout the terminal. Working on a rotating 12‑hour shift pattern, you will be mobile, moving around the terminal to assist travelers and coordinate buggy transport services.

Key responsibilities

• Provide safe and efficient buggy transport for ADAC guests within the terminal.
• Deliver clear, concise information on airport rules, facilities, lounges, gates, banks, restaurants, ATMs and other services.
• Assist passengers, especially elderly, people of determination and children, with navigation and special requests.
• Coordinate with airport representatives and Midfield Terminal staff to resolve passenger issues.
• Monitor lift entrapment and panic alarm processes in line with ADA SOP.
• Collect on‑the‑spot feedback and suggestions for continuous improvement.
• Support emergency response and adhere to ADA standards, policies and procedures.
• Report faults and unattended items to the appropriate departments.

Required profile

• Willingness to work rotating 12‑hour shifts (4 days on, 2 days off) in a busy, air‑conditioned terminal.
• Strong verbal communication skills to interact with diverse passengers and stakeholders.
• Ability to remain mobile and assist passengers throughout the terminal.
• Attention to detail and ability to follow standard operating procedures.

Required skills