Customer Services Agent

Company Overview

SGS – Saudi Ground Services is the ground-handling arm of SGS in Saudi Arabia, providing passenger and aircraft services across the Kingdom’s airports. The Customer Service Agent plays a vital front-line role in delivering a high standard of service, representing both the company and the Kingdom to travellers.

Role Purpose

To provide the necessary help, support and service to passengers as required by customers (airlines) including check-in, baggage handling, boarding, greeting arrivals, special assistance (VIPs, unaccompanied minors, wheelchair assistance), and troubleshooting customer complaints — thereby achieving high customer satisfaction.

Key Responsibilities

• Provide direct customer service at the terminal: check-in, seat assignment, baggage checking, excess baggage collection, documentation/travel permission verification, passenger handling, re-routing when needed.
• Assist arriving and departing passengers including those requiring special assistance (e.g., unaccompanied minors, VIPs, passengers needing wheelchairs) and coordinate with other terminal/airport departments to ensure smooth service.
• Manage and coordinate logistical elements: ensure wheelchairs, strollers, gate-checked bags are available and delivered appropriately.
• Maintain high standards of safety, security, and compliance with company and airport regulations.
• Assist customers with additional travel-related services (hotel bookings, ground transportation, catering, local attractions) where applicable.
• Issue boarding passes, reschedule/redirect passengers affected by flight interruptions or cancellations.
• Handle passenger enquiries, requests and complaints in a fast-paced terminal environment; resolve issues promptly and escalate where required.
• Work collaboratively with other airport/terminal teams, ensure smooth flow of operations, and maintain a customer-centric approach.

Qualifications & Skills

Education:

• Minimum: High-school diploma or equivalent.
• Bachelor’s degree preferred (in a relevant field) but not mandatory.
  Experience:
• 0-1 years relevant customer service/airport/ground-handling experience preferred.
  Languages:
• English: Intermediate proficiency.
• Arabic: Advanced or native (where required).
  Behavioral Competencies:
• Customer-centric mindset
• Service and quality orientation
• Effective communication & interpersonal skills
• Problem solving, planning & organisation
• Accountability & responsibility
• Collaboration & teamwork in a dynamic environment
• Resilience and ability to work under pressure.

Working Conditions / Additional Notes

• Shift work may be required (including early mornings, late nights, weekends) given airport operations.
• The role involves face-to-face interaction with diverse passengers, and may include assisting persons with mobility or other needs.
• The job is in a busy airport environment, requiring adherence to safety, security, and service standards at all times.
• The agent acts as a public-facing representative of the company and the Kingdom — presentation, professionalism and etiquette are important.

What the Employer Offers

• Opportunity to start or develop a career in aviation/ground services.
• Exposure to a dynamic, multicultural airport environment.
• Training related to passenger services, safety & security, and company procedures.
• Being part of a reputable company with operations across Saudi Arabia.

If you like, I can pull together a downloadable version (Word / PDF) of this job description tailored specifically for the Riyadh station of SGS and include any applicable benefits, salary range, and Saudi-localisation (i.e., Saudization) details. Would you like me to do that?