Customer Service Agent - Check-IN

Role Overview

This role places you at the heart of the airport experience, serving as the first point of contact for passengers beginning or ending their journey with Skyward Airlines. You will handle essential ground operations at either the Migori or JKIA station, ensuring every traveler receives efficient, courteous, and regulation-compliant service from arrival at the terminal to the moment they board or collect their baggage.

Your work directly supports the airline's operational reliability and reputation, as you will be responsible for smooth check-in flows, precise baggage handling, and clear communication with passengers and other airport partners. Working in a fast-moving environment, you will balance speed and accuracy while upholding all safety, security, and customer care standards.

Key Responsibilities

• Perform full check-in procedures, including verifying travel documents, confirming reservations, and issuing boarding passes while following airline and regulatory guidelines.
• Process and tag checked baggage, ensuring weight limits, special handling instructions, and security screening requirements are consistently met.
• Manage boarding gate operations by making announcements, managing passenger queues, and verifying boarding groups to guarantee an orderly and punctual departure.
• Coordinate arrival duties such as welcoming passengers, providing connection assistance, and resolving any mishandled baggage complaints in a professional manner.
• Use the airline's reservation and departure control systems to handle seat assignments, flight changes, and other passenger service requests in real time.
• Enforce aviation safety and security protocols, including passenger profiling, ID verification, and suspicious behavior reporting, to protect both staff and travelers.
• Offer clear, empathetic support to passengers with special needs, unaccompanied minors, or those facing irregular operations such as delays or cancellations.
• Collaborate with ramp agents, load controllers, and other airport personnel to ensure accurate passenger counts, correct baggage loading, and timely aircraft turnaround.

Requirements & Qualifications

• Possess a diploma or bachelor’s degree in aviation management, travel and tourism, business administration, customer service, or a related discipline.
• Have at least two years of practical experience in airline passenger handling, airport operations, or a comparable customer-facing service role.
• Demonstrate hands-on knowledge of Global Distribution Systems (GDS); advanced proficiency with the Zenith GDS platform is a distinct advantage.
• Understand standard airline passenger handling procedures, including check-in, boarding, and baggage reconciliation, as well as basic aviation security regulations.
• Exhibit strong customer service instincts with clear, professional, and polite communication across all interactions.
• Show the ability to work calmly and efficiently in a high-pressure, operational environment with changing priorities.
• Speak both English and Kiswahili fluently to serve a diverse passenger base effectively.