Emerald Airport - Customer Service Officer

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Introduction:
Star Aviation is Australia's most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports.

At Star Aviation, we’re not just filling roles — we’re building a team of people who embody the spirit of our brand and take pride in representing both our company and our customers.

We’re proud to be big enough to manage – with the capability, experience, and professionalism to keep operations running smoothly at some of Australia’s busiest airports.

But we’re also small enough to care – which means you’ll be recognised, supported, and genuinely valued every step of the way.

If that sounds like the kind of team you want to be part of — we’d love to hear from you.

Description:
As a Customer Service Officer, you will provide excellent customer service and assist passengers checking in in a seamless manner. Being the ‘face of the company’ to clients and passengers, you will put the customers’ needs at the heart of all required tasks.

Due to the operations at the airport, shifts are on a rotating roster with early starts commencing from 0430, and finishing as late as 2400.

Successful candidates will need to pass a pre-employment medical before beginning in the role.

Key responsibilities of the role:

• Deliver check in services on behalf of Star Aviation and its Airline customers in the correct application.
• Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and procedures
• Politely welcome passengers as they arrive at the terminal counter
• Compare information on tickets with passenger data to ensure it all matches and is correct
• Check bookings and issue boarding passes
• Educate passengers about airport security protocols and luggage allowances
• Safely direct passengers to the correct gate for their flight
• Represent both the Airline and Star to the highest-level ensuring customer satisfaction
• Ensure the safe and secure operation of all equipment
• Perform Boarding Gate duties including public announcements as per our client’s requirements
• Complete Passenger Marshalling duties maintaining a safe and secure environment as per our client’s requirements
• Pushing passengers that require wheelchair assistance in wheelchairs
• Complete any relevant documentation
• Provide accurate information to passengers
• Operate any lifting devices, including Eagle Hoists, in accordance with Airline approved transfer methods, to assist wheelchair passengers
• Provide assistance to passengers that have their own personal wheelchair in transferring, in accordance with Airline approved transfer methods (from wheelchairs back to personal devices and vice versa)
• Provide assistance to wheelchair passengers in manuevering luggage from the baggage belt onto a trolley
• Collect and ensure that relevant equipment (wheelchairs, E-Caddy etc) are collected from around the Airport to ensure it is in the required locations and stored effectively
• Provide assistance to customers in finding family or friends who are collecting them at a drop-off point within the boundaries of the airport as requested by the passenger
• Action basic administration duties

Skills and Experiences:
On Offer:

• Opportunity to be part of a family-oriented business where you are truly valued.
• Ongoing career training and development with in-house programs
• Discounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more!

The ideal candidate:

• A valid Aviation Security Identification Card (ASIC) - or ability to obtain one
• Experience with Aviation/Airline industry – desirable
• A valid drivers license to commute to work
• Ability to perform all duties at a high standard of customer service
• Caring approach to dealing with people
• Clear communication and good interpersonal skills
• Excellent organisation and time management skills
• Strong ability to multi-task, priorities and meet deadlines
• Customer focus to deliver exceptional service
• Ability to adapt to changing priorities and situations
• Able to work well in a fast-paced team environment
• Highly personable and able to communicate and influence a diverse range of stakeholders
• Manual Handling procedures
• Conflict resolution skills
• Proficient in report writing, in plain and clear English
• Intermediate skills for Microsoft Office Suite
• Awareness of the importance in achieving on time performance goals in an efficient and safe manner
• Alignment with our company Values (Safety, Accountability, Customer Service, Innovation, Teamwork)

Due to the high volume of applications, only those that are progressed to the next stage of the recruitment process will be contacted.

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