Airport Services Agent

About the role

As an Airport Services Agent you will represent Emirates at Hanoi Airport, delivering high‑quality customer service to arriving and departing passengers while ensuring compliance with commercial, safety and security standards.

Key responsibilities

• Assist passengers, including unaccompanied minors and customers with reduced mobility, ensuring special service requirements are met.
• Coordinate limousine services, manage the Emirates arrival desk, and monitor immigration issues.
• Monitor check‑in queues, prioritize premium customers, and provide real‑time updates on delays.
• Handle disruptions, excess baggage, denied boarding and arrange accommodation and transport for eligible customers.
• Support gate operations: announcements, hand‑baggage removal, late‑gate assistance, head‑count confirmation and flight coupon reconciliation.
• Monitor baggage delivery performance and communicate any irregularities to passengers.
• Cover Emirates Ticket Desk duties: issue tickets, EMD/EBT, amend reservations, re‑calculate fares and perform credit‑card verification.
• Liaise with service providers, supervise contracted staff and ensure catering, cleaning and maintenance standards are met.

Required profile

• Minimum O‑Level or equivalent with professional training in Customer Services and Ground Operations.
• At least 2 years of airline industry experience, preferably in ground handling.
• Fluent in written and spoken English and Vietnamese.
• Legal right to live and work in Vietnam.

Required skills

• Basic fare calculation and ticketing knowledge.
• Credit‑card verification procedures.

What we offer

• Competitive salary.