Operations Agent – Airport Services

About the role

We are looking for an Operations Agent to support the day‑to‑day delivery of airport services for Plaza Premium Group in Egypt. The role involves coordinating customer bookings, liaising with service providers and ensuring a smooth passenger experience across lounges, fast‑track, meet‑and‑assist, transport and other airport touchpoints.

Key responsibilities

• Receive and process incoming bookings, communicating details accurately to the relevant service providers.
• Confirm booking readiness, monitor service completion and follow up on status to meet agreed standards.
• Maintain regular operational communication with lounges, fast‑track, meet‑and‑assist teams and transport partners.
• Handle customer inquiries, last‑minute changes, cancellations and refunds in a timely manner.
• Identify and act on service delays, disruptions or booking discrepancies following established procedures.
• Escalate complex operational issues, service failures and customer complaints to supervisors or management.
• Document bookings, incidents and operational updates, and report recurring issues to improve service delivery.

Required profile

• At least 12 months of experience in airport operations, customer service or a related field.
• Strong attention to detail and ability to work under time‑pressured environments.
• Effective communication skills for interacting with customers and multiple service partners.

Required skills

• Microsoft Office Applications
• Booking Coordination
• Customer Service
• Booking or Operational Systems
• Operational Procedures