Senior Airport Services Agent

About the role

The Senior Airport Services Agent ensures Emirates passengers receive premium service at check‑in, transfer desks, special services and boarding gates in São Paulo. The role coordinates with ground handling, chauffeur services and baggage teams to guarantee safe, on‑time departures and high customer satisfaction.

Key responsibilities

• Identify and meet standard and special service requirements for customers at all airport touchpoints.
• Oversee boarding procedures, announcements, hand‑baggage removal and equipment availability.
• Reconcile flight coupons, confirm head‑counts and support safe, on‑time departures of EK flights.
• Monitor and prioritize premium customers, manage excess baggage, visa issues and the ‘Options’ scheme for disruptions.
• Coordinate with Emirates chauffeur service to provide eligible customers with pick‑up and drop‑off assistance.
• Supervise check‑in supervisors, prepare flight briefs and ensure all staff are aware of operational expectations.

Required profile

• Minimum 3 years airline industry experience, preferably at outstations.
• Completed professional training in Customer Services, Ground Operations and Reservations, Fares & Ticketing.
• Fluent in spoken and written English and Portuguese.
• Proven ability to guide team members and maintain high service standards.

Required skills

• Knowledge of a Departure Control System.
• Knowledge of a Computerized Reservation System.
• Proficiency with Microsoft Office applications.