Passenger Service Agent - China Airlines

Alliance Ground International•Phoenix, AZ

4d•$18 - $19•Onsite

About The Position

Alliance Ground International (AGI) is hiring a Passenger Service Agent to provide customer-facing assistance throughout the air-travel journey, including check-in, bag drop, boarding, and arrivals. The agent helps passengers reach the right place at the right time while following safety, security, and airline-specific procedures and providing professional customer service. The role includes assisting with reservations, ticketing, fares, refunds, baggage, passenger boarding and deplaning, flight close-out, and communication of flight movement information. Agents answer travel inquiries, assist with passenger concerns and baggage claims, and coordinate with flight crews, gate agents, ground crews, and airport vendors. The position requires following safety and security policies and procedures, completing required training, and maintaining a professional appearance. AGI provides uniforms and on-the-job training. Professional fluency in spoken and written Mandarin is required. The posted pay range is $18–$19 per hour.

Requirements

Must be at least 18 years old.
High school diploma, GED, or equivalent work experience.
Professional fluency in spoken and written Mandarin.
Must be authorized to work in the United States or Canada, as applicable to the work location.
Must complete SIDA training to obtain airport authority identification security.
Ability to lift, carry, push, pull, and move items of 70 pounds or more regularly, and repetitively lift 40–50 pounds onto raised surfaces.
Ability to stand for extended periods and carry heavy items up and down jetway stairs.
Must remain alert to moving vehicles, equipment, and aircraft and be able to use radio equipment.
Willingness to wear the prescribed uniform and insignia and maintain a professional appearance and grooming.
Effective verbal and radio communication skills, including the ability to give passengers directions and answer repetitive questions in a friendly manner.
Daily computer use, critical thinking, basic math, and time-management skills.
Ability to process transactions for flight or seat upgrades and excess baggage fees and verify required visa documentation.
Ability to report to work regularly and on time.

Nice To Haves

One or more years of relevant experience.
Airline experience.
Previous face-to-face customer service experience.

Responsibilities

Provide customer service according to AGI and airline-specific standards while prioritizing safety and security.
Handle passenger interactions professionally at ticket counters and gates.
Assist with reservations, ticket and itinerary preparation and issuance, fare calculations, refunds, baggage checking, and excess baggage charges.
Respond to customer concerns and complaints about ticketing and baggage; perform lost-and-found activities, initiate baggage tracing, process claims, and maintain related records and reports.
Answer questions about flight schedules, fares, and general travel information.
Meet aircraft at gates or loading areas and assist with passenger boarding and deplaning in departure lounges and at boarding gates.
Check passenger tickets and documents for validity and arrange for reservations, standby passengers, and luggage.
Determine flight close-out time and prepare, complete, and verify flight forms; complete post-departure procedures.
Communicate flight movement messages among the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for accepting passengers’ dangerous goods.
Take reasonable care for personal and others’ health, safety, security, and wellbeing; cooperate with managers and supervisors on legal and company requirements.
Report dangerous situations, hazards, near misses, incidents, accidents, and dangerous occurrences to a manager or supervisor.
Follow safety and security instructions and training, understand AGI policies, and attend required training courses.
Communicate effectively in person and by radio with flight crews, gate agents, customers, and ground crew; provide passenger directions and information, including by overhead announcement when needed.
Use computer systems, troubleshoot passenger reservation and documentation issues, process payments, and manage time effectively in a fast-paced environment.