Senior Airport Services Agent, Karachi

Emirates is seeking a dedicated and customer-oriented Senior Airport Services Agent to join our team. In this role, you will play a vital part in delivering the exceptional service standards that Emirates is renowned for, ensuring passengers experience safe, seamless, and memorable journeys. You will be responsible for managing various airport service functions including check-in, boarding, special services, baggage handling, ticketing, and lounge operations, while maintaining strict adherence to safety, security, and operational guidelines.

Key Responsibilities

Deliver consistently high-quality passenger service across check-in counters, transfer desks, special services, boarding gates, and the Emirates Lounge. Ensure all operational tasks are completed accurately and within designated timeframes, upholding Emirates’ standards.

Support boarding procedures by managing boarding priorities, making announcements, conducting baggage checks, briefing staff, and performing post-flight reconciliation to facilitate safe and timely departures.

Provide guidance and support to team members, monitor passenger queues with special attention to premium customers, and assist passengers with excess baggage, visa inquiries, delays, disruptions, and denied boarding situations.

Coordinate and oversee Emirates Chauffeur-drive services and baggage arrival processes. Assist passengers with missing or damaged baggage, ensuring timely follow-up and clear communication.

During operational disruptions, implement the Options Scheme and take appropriate actions to maintain customer confidence and loyalty.

Conduct credit card verifications and travel document checks, complete pre- and post-flight documentation, flight files, and statistical records, ensuring compliance with all safety and security protocols.

Provide administrative and supervisory support to the Airport Services Manager, Officer, and Supervisor. This includes assisting with roster preparation, monitoring attendance, coordinating ad hoc projects, handling passenger queries and complaints, processing invoices, maintaining operational records and stationery, and liaising with service providers to uphold facility and equipment standards.

Support baggage-related follow-up, reservations, and ticketing activities as needed. Offer frontline assistance during resource shortages and contribute to the induction and onboarding of new team members.

Required Qualifications

Candidates must possess a minimum of O’ Level or equivalent education, along with recognized professional training in Passenger Services and Handling, Ground Operations, Reservations, Fares, and Ticketing.

A minimum of three years’ experience in the airline industry is essential, particularly for those with experience in outstation environments.

Strong knowledge of Departure Control Systems (DCS), Computerised Reservation Systems (CRS), check-in, and passenger handling procedures is required.

Excellent customer service and communication skills are essential, with fluency in both spoken and written English and the local language.

Proficiency in Microsoft Office applications is necessary.

Candidates should be organized, proactive, and customer-focused, able to manage multiple priorities while maintaining composure in a fast-paced airport setting.

Applicants must have the legal right to work and reside in Pakistan.

Preferred Qualifications and Benefits

A passion for aviation and delivering outstanding passenger experiences is highly valued.

Emirates offers a competitive salary package along with a comprehensive range of employee benefits aligned with company policy.

Join Emirates and become part of a diverse, international team dedicated to connecting people and cultures worldwide through exceptional service and operational excellence.