Passenger Services Delivery Agent

Role overview

This role sits at Perth International Airport with dnata, a global ground handling provider. The position supports passenger services in a fast-paced airport setting, focusing on efficient, safe and professional delivery across check-in, gate coordination and aircraft turnaround activities. You will work with airline partners and airport teams to help ensure flights depart on time and customer service standards are consistently met.

What you will do

• Provide prompt, professional service to airline customers and make sure passenger service needs are handled efficiently.
• Support passenger check-in operations and perform other related passenger service tasks as needed.
• Complete required paperwork and reporting within deadlines in line with service agreements and company expectations.
• Assist travellers during delays, disruptions, and other service interruptions.
• Support passengers who need extra help, including wheelchair assistance to and from aircraft.
• Follow occupational health and safety rules, company safety policies, and take corrective action when required.
• Escalate incidents immediately and remain aware of incident reporting responsibilities.
• Work strictly within each client airline’s procedures and operational requirements.
• Build effective working relationships with dnata colleagues and airline staff or representatives.
• Maintain a professional company image through grooming, conduct and service standards.
• Work collaboratively and communicate clearly so shift information and operational needs are shared on time.
• Follow shift direction to help achieve scheduled departures and strong on-time performance.
• Comply with dnata standard operating procedures and internal policies.
• Communicate professionally with internal teams, external clients and other stakeholders.

What we are looking for

• A strong commitment to dnata’s values, procedures and safety expectations.
• Previous experience in a customer-focused role is preferred.
• Comfort dealing with challenging customer situations and high-volume, personalised service.
• Confidence working under pressure, balancing competing priorities and being available for extra hours when needed.
• Ability to work well in a team, share information and support a coordinated service approach during aircraft operations.
• Good communication skills and the ability to interact respectfully with people from varied backgrounds.
• Ability to manage confidential and sensitive matters appropriately.
• Physical capability to handle baggage weighing up to 32 kg.
• Willingness and ability to assist passengers with special needs, including pushing wheelchairs.
• A proactive approach, with the ability to handle multiple issues and resolve them effectively.
• Capacity to work independently at times in a changing, busy and fast-moving environment.
• Flexibility to work rostered shifts across 24 hours, 7 days a week, including mornings, evenings and weekends.

Additional requirements

Employment is subject to a satisfactory security clearance (ASIC) and completion of a pre-employment medical assessment, including drug and alcohol testing.

Only shortlisted candidates will be contacted. If no response is received by the closing date, the application should be treated as unsuccessful.