Customer Service Agent

Job summary

The Customer Service Agent is responsible for delivering high-quality passenger service in an airport environment. This role supports travelers by addressing inquiries, resolving issues, and ensuring a smooth and positive customer experience throughout the ticketing, check-in, and boarding process.

Key responsibility

• Provide exceptional customer service in a fast-paced airport environment, ensuring a positive passenger experience
• Assist passengers with ticketing, reservations, fare quotes, check-in, and baggage processing
• Respond promptly and professionally to customer inquiries, concerns, and complaints
• Resolve complex travel itineraries, including rebooking and schedule changes
• Verify passenger travel documents, including passports and visas, in compliance with regulations
• Maintain clear communication with passengers and team members to support efficient operations
• Interpret and apply airline policies, procedures, and reference materials accurately
• Communicate effectively via radio, phone, and other operational channels
• Collaborate with colleagues and other departments to ensure smooth daily operations
• Maintain professionalism, reliability, and punctuality at all times
• Perform additional duties as assigned to support operational needs

Qualifications

• High school diploma or equivalent required
• Previous customer service experience required; airport or airline experience preferred
• Ability to speak, read, and understand English in a professional setting
• Strong communication and interpersonal skills
• Excellent organizational and time management abilities with strong attention to detail
• Ability to work independently and as part of a team
• Physical ability to stand, lift, bend, push, and pull for extended periods
• Professional appearance and adherence to company grooming and uniform standards
• Ability to work flexible schedules, including nights, weekends, and holidays
• Willingness to work additional hours on short notice, particularly during irregular operations

Physical requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

This position requires the ability to communicate clearly, hear and understand instructions, stand for extended periods, lift up to 40 pounds, and respond effectively in emergency situations. A neat and professional appearance is required at all times.

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law