Airport customer service agent job description

Airport customer service agents typically need an Aviation Security Identification Card (ASIC), which requires background checks and security clearances. Many employers prefer candidates with formal qualifications such as Certificate III in Aviation (Ground Operations and Service) or equivalent customer service training. Computer literacy and excellent communication skills are essential. Use HR software to track ASIC expiry dates and certifications.

Beyond formal qualifications, look for strong customer service experience, computer systems proficiency (including airline reservation systems like Amadeus or Sabre), professional presentation, ability to work under pressure, problem-solving skills, and attention to detail. Experience with passenger handling during disruptions is highly valuable.

Multiple language skills are highly desirable, particularly for international airports or airlines with diverse passenger demographics. Languages such as Mandarin, Japanese, Korean, Hindi, Arabic and European languages are particularly valuable and may attract higher classification or allowances.

Yes, training in assisting passengers with disabilities or reduced mobility is increasingly important and often required. This includes understanding wheelchair assistance procedures, communication with passengers who have hearing or vision impairments, and awareness of special assistance requirements under disability discrimination legislation.

This depends on your operational requirements. Permanent staff provide consistency and build expertise with systems and procedures, while casual staff offer flexibility for peak travel periods and flight schedule variations. Many airport operations use a mix of permanent staff for core shifts and casuals for busy periods. See our guide on casual vs permanent employment trends.

Under the Airport Employees Award, penalty rates apply for: Saturdays (150% after 12pm), Sundays (200%), public holidays (250%), and shift work penalties for early morning, evening and night shifts. Casual employees receive a 25% loading. Airport operations often require 24/7 coverage. Use award interpretation software to calculate rates accurately.

Under the Airport Employees Award, the minimum engagement for casual employees is typically 3 hours per shift. Part-time employees have guaranteed minimum hours. Shift lengths often align with flight schedules and peak passenger processing times.

Key elements include: position title and classification level, employment type, hourly rate, applicable award, ASIC requirements, main duties, work location (terminal/airline), shift patterns (including early starts and late finishes), uniform requirements, and any physical requirements. Use our digital employment contracts to simplify this process.

Under the Airport Employees Award, rosters should be provided at least 7 days in advance where practicable. Changes require reasonable notice unless due to operational requirements like flight schedule changes. Using rostering software helps support compliance and gives staff visibility of upcoming shifts aligned with flight schedules.

Yes, but shift requirements should be clearly communicated in the job description. Airport operations typically operate from early morning (4am) through to late night (midnight or later) to match flight schedules. Under the award, employees are entitled to shift penalties for early morning and night work. Be clear about shift expectations during hiring.

Under the Airport Employees Award, employees working more than 5 hours are entitled to an unpaid meal break of 30-60 minutes. Paid rest breaks also apply based on shift length. Breaks must be scheduled to ensure continuous passenger service coverage during check-in and boarding times. Use rostering software to manage coverage.

Plan rosters around flight schedules, particularly peak check-in times (typically 2-3 hours before departures) and boarding periods. Consider building a pool of trained casual staff for school holidays, public holidays and peak travel seasons. Cross-train staff on different airline systems where possible. Use rostering software to match staffing levels to flight volumes.