Bilingual Passenger Service Agent

Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is to deliver consistent, tailor-made aviation solutions globally for a better customer experience. We are driven by our core values of Show You Care, Do the Right Things, and Win as a Team.

About the role

Passenger Service Agent provides all required passenger/customer services as contracted by the customer, including reservations, ticketing, baggage processing, terminal/gate check-in, jet way operation, greeting arriving passengers, handling VIPs, providing special passenger assistance, handling customer complaints, and other duties as assigned. The pay rate is $21.25/hr.

This role is bilingual: you must be able to speak, read, and write in English in addition to one of the following languages: Hebrew, Chinese (Mandarin/Cantonese), or Russian.

Responsibilities

• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing, including handling and fee calculation if applicable
• Assist passengers through arrival and check-in processes, including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine, as required
• Make public address announcements as required
• Assist Ramp Service Agents to ensure wheelchairs, strollers, and gate-checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all federal, state, municipal, airport authority, and carrier security requirements and Swissport SOPs and policies
• Operate equipment including the jet way, computer keyboards, and carrier-specific reservation/ticketing software
• Produce all required, work-related documentation
• Other duties as assigned

Requirements

• High School diploma or GED equivalent
• Passionate about customer service with relevant work experience
• Excellent communication skills (written and verbal) in the country-specific language
• Additional languages desirable
• Commitment to continuous improvement
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply a flexible approach when required
• Must be able to type and learn airline-specific computer reservation/ticketing software
• Willingness to work in inclement weather