Passeger Services Agent

About us

National Jet Express acts as a critical link in the energy and resources sector, providing fly-in/fly-out (FIFO) services in support of mining, oil, and gas projects throughout Australia. We also provide flexible, bespoke charter flights with a full range of service options to Australia's city centres and regional destinations. We have been investing in the future of FIFO by progressively renewing our fleet with modern aircraft that provide greater flexibility of rosters, suitability for regional aerodromes, increased reliability, and low carbon emissions.

Our success in outperforming the market is driven by the contributions of our talented and hard-working staff. We are excited to offer you the opportunity to find your place within our dynamic and ambitious team.

About the role

We are seeking enthusiastic and passionate individuals to join our team as Passenger Services Agents. Based at Adelaide Airport, our Passenger Services Agents are essential in creating positive passenger experiences and delivering outstanding customer service. Responsibilities include supporting passengers throughout their journey, addressing inquiries, resolving issues, and ensuring smooth and efficient operations within the terminal. Success in this role requires excellent communication skills, strong problem-solving abilities, and the capacity to thrive in a fast-paced, dynamic environment.

Key duties and responsibilities

• Greet and welcome passengers at various touchpoints within the airport, including check-in counters, boarding gates, and arrival areas.
• Provide assistance to passengers with check-in, baggage handling, security procedures, boarding, and any other queries or concerns they may have.
• Address passenger inquiries, complaints, and concerns in a courteous and timely manner, ensuring a high level of customer satisfaction.
• Provide accurate and up-to-date information about flight schedules, delays, gate changes, baggage policies, and other relevant information.
• Act as a liaison between passengers and various airport departments, such as airline representatives, ground handling staff, and security personnel, to resolve issues and ensure smooth operations.
• Assist with flight coordination tasks, including verifying passenger travel documents, issuing boarding passes, managing seat assignments, and coordinating with gate agents and other airline personnel to ensure on-time departures.
• Adhere to established safety and security procedures to ensure the well-being of passengers, including the enforcement of airport and airline regulations.
• Report any suspicious activities or potential security threats to the appropriate authorities.
• Ensure accurate and efficient use of technology to enhance the passenger experience.
• Maintain effective communication with team members, supervisors, and other departments to exchange relevant information and resolve issues.
• Follow emergency procedures in the event of incidents, accidents, or other emergencies at the airport.

Skills and Experience

• Hold or be able to obtain an Aviation Security Identity Card (ASIC).
• Hold or be able to obtain a Dangerous Goods Awareness Certificate.
• High school diploma or equivalent; additional education or training in customer service or aviation-related fields is an advantage.
• Exceptional grooming standards.
• Experience in a customer service role, preferably within the aviation industry or a similar fast-paced environment.
• Excellent teamwork and communication skills, both verbal and written, with the ability to engage effectively with individuals from diverse backgrounds.
• Strong problem-solving and decision-making abilities, with the capacity to think quickly and prioritise tasks in a dynamic environment.
• Proficient computer skills and the ability to learn and navigate various software systems and databases.
• Knowledge of airport and airline operations, including check-in procedures, security protocols, baggage handling, and flight schedules, is desirable.
• Ability to work in shifts, including evenings, weekends, and public holidays, as airports operate 24/7.

How to Express Interest

If you are interested in this role, please apply with a cover letter and up-to-date resume outlining your experience and addressing the mandatory requirements.