Customer Service Agent – Baggage (Part‑Time)

About the role

The Baggage Service Agent plays a vital role in delivering exceptional guest experiences at the airport. Working on‑site up to five days a week, you will act as the primary liaison for travelers with delayed or damaged baggage, ensuring timely and accurate resolution.

Key responsibilities

• Serve as the Arrivals Agent for in‑person and telephone guest inquiries, directing them to the appropriate areas.
• Initiate investigations for delayed or damaged baggage and create detailed reports.
• Lift and move baggage up to 50 lb, monitor flight details, and record information in daily logs.
• Coordinate with ground handlers, WestJet bases, other airlines, couriers, and customs to expedite baggage delivery.
• Manage security procedures for in‑bond and international baggage, including customs processing.
• Proactively re‑route baggage, handle airside expedite items, and oversee bulk outs during irregular operations.
• Update guests on delayed baggage status and manage lost‑and‑found inventories.

Required profile

• At least one year of airport experience is an asset.
• Strong ability to provide exceptional guest service with minimal supervision.
• Effective problem‑solving, de‑escalation, and adaptability to procedural changes.
• Proficiency in reading English to complete training and documentation.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Airport computer systems