JFK Bilingual Passenger Service Agent

About the role

As a Passenger Service Agent at Swissport, you will provide all required passenger and customer services as contracted by the client. This includes reservations, ticketing, baggage processing, terminal and gate check-in, jet way operation, greeting arriving passengers, handling VIPs, providing special passenger assistance, managing customer complaints, and other assigned duties.

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

Pay rate: $21.25 per hour.

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 those 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, as well as Swissport SOPs and policies
• Operate equipment including jet ways, computer keyboards, and carrier-specific reservation/ticketing software
• Produce all required work-related documentation
• Perform other duties as assigned

Requirements

• High School diploma or GED equivalent
• Passion for customer service and relevant work experience
• Excellent communication skills (written and verbal) in the country-specific language
• Additional languages are 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