The role of a Customer Service Agent at SGS – Saudi Ground Services is vital in ensuring a smooth, safe, and pleasant airport experience for passengers in Saudi Arabia. This position focuses on delivering high-quality customer service across all stages of a passenger’s journey, from check-in to boarding and arrival support. It is an excellent opportunity for individuals who enjoy working in a fast-paced aviation environment while directly contributing to customer satisfaction
About the Company
Saudi Ground Services (SGS) is a leading ground handling company in Saudi Arabia, providing comprehensive airport services to airlines and passengers. SGS is committed to maintaining the highest standards of safety, security, and customer service across all its operations. The company plays a key role in supporting airport activities by ensuring efficient passenger handling, operational coordination, and compliance with aviation safety and health regulations.
Responsibilities
Customer Service Agent, the main responsibilities include:
- Providing direct customer services such as check-in, seat assignment, baggage processing, excess baggage collection, and travel documentation checks
- Greeting arriving passengers and assisting with boarding and flight departure processes
- Handling VIP passengers and providing special assistance to passengers with specific needs, including unaccompanied minors and wheelchair users
- Issuing boarding passes and rescheduling passengers affected by flight delays, interruptions, or cancellations
- Coordinating with other airport departments to ensure smooth terminal operations
- Supporting colleagues to ensure availability of wheelchairs, strollers, and gate-checked baggage
- Assisting customers with hotel reservations, ground transportation, catering, and local attractions when required
- Resolving customer complaints, inquiries, and requests in a professional and efficient manner
- Maintaining the highest standards of safety and security in line with SGS policies and health regulations
Requirements
To qualify for this role, candidates must meet the following requirements:
- Minimum education: High school diploma
- A Bachelor’s degree in a relevant field is considered an advantage
- Professional certifications: Not required
- Work experience: 0–1 year of relevant experience
Skills and Desired Knowledge
The ideal candidate should possess the following skills and knowledge:
- Strong customer service and communication skills
- Ability to work efficiently in a fast-paced airport environment
- Knowledge of passenger handling procedures and airport operations
- Problem-solving skills with a focus on customer satisfaction
- Ability to work independently and as part of a team
- Language proficiency:
- Arabic: Advanced
- English: Intermediate
Benefits
Working as a Customer Service Agent at SGS offers several professional benefits, including:
- Hands-on experience in the aviation and airport services industry
- Opportunity to develop customer service and operational skills
- Exposure to international passengers and multicultural environments
- Career growth opportunities within Saudi Arabia’s aviation sector
- A dynamic and engaging work environment focused on safety and service excellence
