Customer Experience Agents

Overview

 

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” 

 

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.  

  

Job Summary

 

The Customer Experience Agent is responsible for supporting the monitoring and optimization of service performance and revenue accuracy across all airline accounts. The role ensures that operational services delivered are properly captured, contractually aligned, and accurately communicated for invoicing and customer reporting purposes.

This position acts as a coordination point between Operations, Finance, and Commercial teams to enhance revenue protection, service transparency, and customer satisfaction. The role requires strong analytical skills, attention to detail, and structured follow-up with operational stations.

 

Key Responsibilities:

 

Baggage Policy Compliance:

 

Ensure strict and consistent application of airline baggage policies at check-in.

Monitor that excess baggage, special baggage, and ancillary services are properly applied and communicated to passengers.

Support check-in agents in clarifying baggage rules when needed.

Escalate repeated non-compliance or discrepancies to the Supervisor.

Ensure all supporting documentation related to excess baggage is properly completed.

 

Passenger Experience Monitoring:

 

Observe and support check-in counters to ensure a professional passenger experience.Promote courteous, respectful, and solution-oriented behaviour from frontline agents.Welcome passengers and provide accurate information regarding check-in, boarding, baggage, and travel requirements.

Identify and resolve customer issues proactively and escalate complex cases when required.

Ensure queue management standards are respected.

Monitor adherence to Swissport grooming and uniform standards.

 

Process Discipline & Reporting:

 

Report any baggage policy deviations or service quality concerns.Maintain daily follow-up notes on observed issues.Support basic reporting related to excess baggage application or passenger complaints.

 

Compliance & Quality

 

Comply with Swissport SOPs, airline-specific procedures, airport regulations, and applicable safety and security requirements.

Follow all revenue collection and cash-handling procedures where applicable.

Report irregularities, customer complaints, and process deviations.

Participate in CX/ revenue audits, coaching sessions, and continuous improvement initiatives.

Maintain confidentiality and data protection standards.

 

QHSE:

 

Ensures the operation is carried out safely in line with Swissport SOPs.

Ensure Security standards & regulatory requirements are met throughout all passenger services process: Clean desk policy, security questions, documentation control, …

Ensure that safe and environmental working practices are implemented and complied with and Swissport and customer standards and procedures are followed. This includes the correct use of safety devices, plant and equipment and the observation of safety rules by all employees,

Reporting of incidents using Swissport platform

Ensuring alignment with ISO standards as described in SWP manuals and processes

 

Education:

 

Bachelor’s degree (Bac+2).

 

Experience:

 

Minimum 1 year experience in Ground Handling as FOH

 

Skills & Competencies:

 

Strong analytical and problem-solving abilities.

High attention to detail and precision.

Strong sense of customer service

 

Language Requirements:

 

Proficiency in French and English is required.

 

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

 

Join Swissport today and be part of a team that connects the world of aviation!