Customer Care Agent (Fixed-term Contract)
Vacancies
We have 4x vacancies available as Customer Care Agents on a fixed-term contract from September 2026 - January 2027.About the role
As a Customer Care Agent, you will play a key role in providing safe, dignified, and compassionate support to passengers who require additional assistance as they move through the airport — from check-in, through security, to boarding their flight. This includes elderly passengers, unaccompanied minors, and persons with disabilities or reduced mobility (PRM).The role calls for exceptional customer service, patience, and a genuine commitment to ensuring every traveller enjoys a smooth, safe, stress-free, and comfortable journey through the airport.
You will report to the Duty Manager and be based at OR Tambo International Airport. As flight schedules operate around the clock, you will be required to work shifts, including early mornings, evenings, weekends, and public holidays.
Key Responsibilities
- Meet and greet passengers requiring special assistance at check-in, arrivals, or designated meeting points.
- Safely transport passengers using wheelchairs or other mobility aids through the terminal, security screening, immigration (where applicable), and to the boarding gate.
- Assist passengers with check-in procedures, baggage drop-off, and document verification where needed.
- Escort and supervise unaccompanied minors, ensuring their safety and comfort until they are safely handed over to cabin crew or a designated guardian.
- Provide support to elderly passengers and persons with disabilities, including guidance through security screening and navigating terminal facilities.
- Communicate clearly and patiently with passengers, family members, and airline/airport staff regarding assistance needs and flight information.
- Coordinate with airline staff, ground handlers, and security personnel to ensure timely and seamless passenger transfers.
- Assist passengers with boarding, including coordinating priority boarding where required.
- Monitor flight schedules and gate changes to ensure passengers reach the correct boarding gate on time.
- Handle wheelchairs and mobility equipment safely, ensuring proper storage or handover for flight loading when required.
- Respond promptly and empathetically to passenger concerns, anxieties, or special requests.
- Maintain accurate records of assistance provided, including passenger details and any incidents.
- Adhere to all airport safety, security, and hygiene protocols at all times.
- Report any equipment faults, safety hazards, or passenger incidents to the relevant supervisor immediately.
- Provide ad hoc support to the Ground Operations team as and when required to ensure the smooth and efficient operations.
- Grade 12 / Matric certificate (minimum requirement)
- Ability to obtain a valid Airport Security Clearance
- First Aid certification is an advantage
- Minimum 1–2 years' aviation experience in a customer service, hospitality, or passenger-facing role.
- Prior experience assisting elderly passengers, minors, or persons with disabilities is highly advantageous.
- Experience working at an airport is advantageous.
- Physically fit and able to push/manoeuvre wheelchairs and assist with lifting or transferring passengers where needed.
- Strong verbal communication skills; additional language skills are an advantage.
- Ability to remain calm and professional under pressure, including during flight delays or emergencies.
- Basic computer literacy for check-in systems and record-keeping.
- Knowledge of airport layout, security procedures, and boarding processes.
- Empathy & Compassion – Genuine care for passengers' comfort, dignity, and emotional wellbeing.
- Exceptional Customer Service – Consistently goes the extra mile to ensure a positive travel experience.
- Patience & Emotional Resilience – Able to manage anxious, distressed, or frustrated passengers with a calm, reassuring approach.
- Attention to Detail – Ensures correct passenger information, flight details, and safety procedures are followed.
- Reliability & Punctuality – Consistently available and on time, given the time-sensitive nature of flight schedules.
- Teamwork & Collaboration – Works effectively with airline staff, security, and ground handling teams.
- Adaptability – Comfortable handling last-minute changes such as gate changes, delays, or urgent requests.
- Integrity & Trustworthiness – Especially critical when responsible for unaccompanied minors and vulnerable passengers.
- Cultural Sensitivity – Respectful and accommodating of passengers from diverse backgrounds and needs.
- Shift-based work, including early mornings, evenings, weekends, and public holidays, based on flight schedules.
- Physically demanding role requiring extended periods of walking, standing, and pushing wheelchairs.
- Access to reliable transport
- Fast-paced airport environment requiring flexibility and quick decision-making.
