We are looking for a professional and customer-focused Customer Service Representative (CSR) to join our team in the aviation industry. The ideal candidate will assist passengers throughout their travel experience — from check-in to boarding — ensuring exceptional service, efficient processes, and compliance with safety and airline regulations.
Greet passengers and provide assistance with check-in, reservations, ticketing, baggage handling, and boarding procedures
Handle passenger inquiries, complaints, and requests in a courteous and efficient manner
Provide flight information, delays, cancellations, and rebooking assistance
Ensure compliance with airline policies, security protocols, and safety regulations
Assist passengers with special needs, including unaccompanied minors, wheelchair services, and language barriers
Communicate effectively with ground staff, cabin crew, and airport personnel to ensure smooth operations
Process travel documents, verify ID/passports, and ensure accurate data entry into airline systems
Handle lost or damaged baggage claims professionally and empathetically
High school diploma or equivalent; additional aviation or hospitality training is a plus
Previous customer service experience, preferably in an airport or airline setting
Excellent communication skills in English (additional languages are an asset)
Ability to remain calm and courteous under pressure or during irregular operations
Familiarity with airport/airline systems (e.g., Amadeus, Sabre, or other DCS/GDS platforms) is preferred
Must be flexible with work hours, including weekends, holidays, and shifts
Ability to stand for long periods and lift moderate baggage if needed
Airport terminal or airline office setting
Fast-paced and dynamic environment with high passenger interaction
Shift-based schedule (may include nights, weekends, and holidays)
Requires security clearance and adherence to aviation safety standards