Passenger Infor Agent at The King Shaka Airport | Apply Now!

🧾 Job Details

🏢 Employer: Airports Company South Africa (ACSA)
✈️ Airport: King Shaka International Airport (KSIA)
📍 Location: KwaZulu-Natal, South Africa
💼 Job Type: Full Time
🆔 Job Identification: 649
📅 Closing Date: 7 January 2026

🏢 About Airports Company South Africa (ACSA)

Airports Company South Africa Limited (ACSA) is a majority state-owned entity responsible for managing nine of South Africa’s airports, including major international hubs. Established in 1993, ACSA plays a critical role in enabling safe, efficient, and world-class airport operations that support tourism, trade, and economic development.

ACSA is committed to service excellence, passenger safety, transformation, and operational efficiency while fostering a diverse and inclusive workplace aligned with national development goals.

💼 Job Purpose

The Passenger Information Agent plays a vital frontline role at King Shaka International Airport, ensuring passengers receive accurate, timely, and professional information. Reporting to the Supervisor: Passenger Services, the role focuses on customer engagement, operational support, flight information communication, and collaboration with key airport stakeholders to deliver an exceptional passenger experience.

🛠️ Key Responsibilities

📌 Proactively identify, resolve, and escalate passenger needs when required
📌 Make clear and accurate flight announcements in line with operational requirements
📌 Provide customer service support to internal and external airport stakeholders
📌 Participate in customer care projects and service improvement initiatives
📌 Build and maintain strong working relationships across airport operations
📌 Capture passenger and service-related information for trending and reporting purposes
📌 Identify and escalate system-related issues impacting passenger services
📌 Escalate repeated operational non-compliance to ensure service standards are met

🎓 Minimum Requirements

• National Senior Certificate (Grade 12 – NQF Level 4) – Essential

• 1–3 years operational or customer-facing experience (recommended)

• Willingness and eligibility to obtain Top Security Clearance within 3 months of appointment

🧠 Skills & Competencies

🖥️ Basic MS Office proficiency
🗣️ Strong verbal communication skills
🤝 Diplomatic and professional interpersonal approach
⚠️ Conflict management and problem-solving ability
📅 Planning and organisational skills
🎯 Action-orientated and achievement-driven
✈️ Knowledge of airport operations (advantageous)

🧑‍💼 Personal Attributes

• Customer-focused and professional

• Calm under pressure in a fast-paced environment

• Detail-oriented with strong situational awareness

• Able to work independently and as part of a team

• Adaptable and responsive to operational demands

🔐 Security & Verification

Shortlisted candidates will be required to:

• Provide proof of qualifications

• Be eligible for Top Security Clearance within three (3) months of appointment

📝 CV Tips

• Highlight customer service, aviation, or operational experience

• Emphasise communication skills and conflict management abilities

• Include any exposure to airport, transport, or hospitality environments

• Clearly list Grade 12 qualification and any relevant certifications

• Demonstrate professionalism, reliability, and teamwork on your CV

🏛️ Company Policy & Employment Equity

Appointments will be made in line with Airports Company South Africa’s Employment Equity Policy and Plan. ACSA is committed to diversity, inclusion, and fair employment practices.

If you do not receive feedback within 30 days of your application, please consider your application unsuccessful.