Position Summary: We are seeking a Senior Passenger Service Agent for the airport, responsible for passenger experience, customer service training, and monitoring of facility and service quality. Key Highlights: 1. Role focused on passenger experience and satisfaction. 2. Support in planning and executing passenger activations. 3. Monitoring of quality of airport facilities and services. **AGUASCALIENTES AIRPORT IS SEEKING A SENIOR PASSENGER SERVICE AGENT DUE TO MATERNITY LEAVE** **POSITION PROFILE** **Shift rotation availability**: Morning shift: 4 a.m. to 1 p.m.; Afternoon shift: 1 p.m. to 10 p.m. (Rotating days off) **Minimum Education:** Bachelor’s degree in Tourism, Business, Administration, or related field. **Basic Required Qualifications:** Teamwork, conflict resolution. Basic knowledge of ISO 9001:2015 standards. **Required Experience:** 2 years of experience in Customer Service. **(Mandatory)** **Languages:** Intermediate English. **JOB RESPONSIBILITIES** * Support in planning and executing passenger experience activations. * Training for the Airport Community on Customer Service Excellence. * Passenger service patrols. * Support in planning and executing passenger crisis protocols. * Follow-up on passenger suggestions and information requests. * Monitoring of the Program for Recognition of Excellence in Service (PROGAP). * Collaboration with Information Module operators in passenger assistance. * Support in coordinating and supervising Information Module operators. * Monitoring of Quality Levels of airport ground-side facilities and services (terminal building, parking, GAP-owned businesses "Aeromarket, VIP Lounges"). * Conducting perceived quality surveys (CC and ASQ). * Correlating metrics measuring perceived and objective quality to improve understanding of areas for improvement. * Participation in maintaining the Integrated Management System (IMS) within respective units, in accordance with ISO 9001:2015. * Inspection of infrastructure conditions and cleanliness, ensuring compliance with GAP quality standards reported in Darwin 360° software. * Follow-up on passenger complaints. * Monitoring of results and alerts from immediate-response devices. * Preparation of monthly management reports.