Ticketing Agent

About the role

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

Responsibilities

• Issue and reissue tickets
• Prepare daily cashier report, ensuring amounts collected match documents issued
• Charge airport taxes and ticket penalties, issuing appropriate documents
• Maintain work area in a neat and orderly fashion
• Efficiently process ticketing and funds collection transactions
• Meet airline standards and requirements
• 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
• Assist passengers through arrival and check-in processes, including support for those with special needs (e.g., unaccompanied minors, VIPs, wheelchair assistance)
• Direct passengers through Customs, Immigration, and Quarantine as required
• Make public address announcements
• Assist Ramp Service Agents with wheelchairs, strollers, and gate-checked bags
• 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

• Computer literacy
• Ability to work in a team environment
• Willingness to work weekends, nights, and holidays
• Knowledge of ticketing, ticket reissue, and funds collection processes
• Ability to work under pressure
• High School diploma or GED equivalent
• Passion for customer service and relevant work experience
• Excellent communication skills (written and verbal) in the country’s 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 with a flexible approach
• Must be able to type and learn airline-specific computer reservation/ticketing software
• Willingness to work in inclement weather

Pay

The expected pay rate is $21.25 per hour.

Benefits

• 401(k) with company match
• Dental insurance
• Health insurance
• Life insurance
• Paid time off (vacation, sick time, and company-paid holidays)
• Retirement plan
• Tuition reimbursement
• Vision insurance