Passenger Service Agent - Mandarin Speaker

Job Overview

From check‑in and bag drop to boarding gates and arrivals, a Passenger Service Agent at Alliance Ground International (AGI) ensures travelers are kept informed and guided to the right place at the right time.

• Provide exceptional customer service in accordance with AGI and airline‑specific standards.
• Maintain safety and security at all times, ensuring no compromises.
• Handle customer interactions professionally at ticket counters and gates.
• Create, prepare, and issue tickets and itineraries; compute fares; process refunds.
• Check‑in baggage, collect excess baggage charges, and handle lost and found activities.
• Process claims for damaged or lost baggage and maintain required records.
• Answer flight schedule, fare, and general travel questions.
• Meet aircraft at gate or loading area; perform duties in departure lounges or boarding gates.
• Check passenger tickets and documents for validity; manage stand‑bys and luggage.
• Determine flight close‑out time; complete and verify flight forms.
• Communicate flight movement messages among gate, ground team, flight crew, and vendors.
• Follow procedures for passengers regarding Dangerous Goods acceptance.

• Take reasonable care for health, wellbeing, safety and security of self and others.
• Cooperate with supervisors to comply with legal requirements.
• Do not interfere with or misuse company equipment.
• Report hazards, near‑misses, incidents or dangerous occurrences to the supervisor.
• Adhere to AGI Health & Safety and Security policies and attend required training.

Must lift, carry, push, pull and move items of 70 pounds or more regularly, and lift weights of 40–50 pounds on raised surfaces. Must stand for extended periods, lift heavy items up and down jetway stairs, remain alert to moving vehicles, equipment or aircraft, and use radio equipment.

• Appearance:
  Willing to wear prescribed uniform and maintain a favorable corporate image.
• Communication:
  Convey information verbally and via radio effectively to flight crew, gate agents, customers, and ground crew.
• Customer Service:
  Handle repetitive questions in a friendly manner.
• Direction:
  Provide clear directions and information verbally or via overhead announcements.
• Computer:
  Use computer systems daily for ticketing and reservation tasks.
• Critical Thinking:
  Troubleshoot reservation issues, excess baggage fees, visa documentation, etc.
• Basic Math:
  Process payment transactions for upgrades and excess baggage fees.
• Time Management:
  Manage time efficiently in a fast‑paced environment.

At least 18 years old with a high school diploma, GED, or equivalent work experience. U.S. applicants must have authorization to work in the U.S. Canadian applicants must have authorization to work in Canada. Must complete SIDA training for airport authority security identification.

Preferred qualifications include one or more years of relevant experience, airline experience, customer‑service experience, and professional fluency in Mandarin (spoken and written) is required;
Mandarin speaker preferred.

Salary: $18–$19 per hour.

• Paid vacation, medical, dental and vision for full‑time employees; medical coverage for part‑time.
• Free uniforms and on‑the‑job training.
• Company‑matched 401(k) program.
• Company‑paid employee assistance program.
• Voluntary life insurance.
• Travel discounts on car rentals, hotels and cruises.

Alliance Ground International is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.