Passenger Care Specialist
About the role
Join Sydney Airport’s Group Operations team as a Passenger Care Specialist on a 6 Month Max-Term Contract and play a key part in delivering memorable experiences for millions of travellers. As Australia’s largest and busiest airport, SYD is committed to being the preferred international gateway and most connected airport in the country. In this dynamic, fast-paced environment, you’ll support passengers from kerbside to take-off, ensuring every interaction reflects our values of safety, service, and innovation.
You’ll be part of a collaborative team that leads world-class operations, working cross-functionally to deliver seamless, safe, and efficient passenger journeys every day.
In this role, you will have the opportunity to
- Respond to passenger enquiries promptly and professionally across phone, email, and digital channels, ensuring empathy and accuracy in every interaction.
- Resolve issues effectively, aiming for first-contact resolution and maintaining high standards of customer care.
- Accurately log, store, and process lost property items in line with airport policies and security requirements.
- Follow established workflows and standard operating procedures to maintain smooth operations within the Passenger Care Centre.
- Use systems such as Salesforce CRM and telephony tools confidently to manage cases and maintain accurate records.
- Work closely with team members and other airport departments to ensure seamless passenger experiences.
About you
- You have 2+ years’ experience in a customer service or contact centre environment.
- You’re confident using CRM systems (Salesforce experience highly regarded) and telephony tools.
- You communicate clearly and professionally, both in writing and verbally.
- You thrive in a fast-paced, dynamic environment and can manage multiple tasks and priorities.
- You’re calm, solution-focused, and passionate about helping people.
- You work collaboratively and believe in delivering the best outcomes for passengers and stakeholders.
What we offer
To find out more about the amazing work environment here at SYD, be sure to check out the Join us section of Sydney Airport’s website, where you can also see more about our flexible culture and work practices, alongside our other Employee benefits, or take a look at our LinkedIn Sydney Airport: Life page.
Make it Amazing
SYD is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including First Nations Australians, and people from culturally diverse backgrounds.