Customer Service Agent – dnata Erbil

The Customer Service Agent assists passengers throughout airport journeys, including check-in, boarding, transfer and baggage-arrival processes. The role delivers courteous, efficient service while following airline standards and airport safety, security and border-control requirements. The agent responds to passenger questions, shares timely flight information and coordinates with shift leaders when a request or disruption needs further action.

Key Responsibilities

• Welcome and assist passengers at assigned service points such as check-in, boarding, transfer and baggage arrivals.
• Answer questions about departure times, gates, flight changes, upgrades and airport procedures using approved information systems.
• Announce flight-related updates clearly and help ensure passengers board the correct flight at the right time.
• Open, close and update flight records according to configuration requirements and airline procedures.
• Resolve routine service concerns and refer complex or unresolved cases to the shift Team Leader for prompt follow-up.
• Report hazards, near misses, injuries and unsafe conditions, and cooperate with workplace safety instructions.

Requirements and Qualifications

• Bachelor degree or diploma in a related field.
• Two to four years of customer-service experience, including at least one year in airport passenger handling.
• English language test Level 4 with a passing score of 60% is required for this role.
• Previous experience with passenger-service systems, check-in procedures and airline service standards is beneficial.

Skills and Working Approach

Candidates should communicate confidently in English, remain professional under pressure and show initiative when passenger needs change quickly. Teamwork, problem solving, accurate system updates, cultural awareness and a strong service mindset are important in a busy airport environment.

Employment Details

Full-time position based in Erbil, Iraq. The role operates in a passenger-facing airport setting and requires compliance with airline, airport, safety, security, quality and border-control procedures. The listed closing date is 25 October 2026.