Job Summary: Senior Passenger Service Agent to support planning and execution of passenger experiences, customer service training, and airport quality monitoring. Key Responsibilities: 1. Support in planning and execution of passenger experience activations. 2. Training for the airport community on service excellence. 3. Monitoring of quality levels of airport facilities and services. AGUASCALIENTES AIRPORT IS SEEKING A SENIOR PASSENGER SERVICE AGENT DUE TO MATERNITY LEAVE JOB PROFILE Shift availability: Morning shift: 4 a.m. to 1 p.m.; Afternoon shift: 1 p.m. to 10 p.m. (Rotating breaks) 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 FUNCTIONS Support in planning and execution of passenger experience activations. Training for the airport community on customer service excellence. Passenger service rounds. Support in planning and execution of passenger crisis protocols. Follow-up on passenger suggestions and information requests. Monitoring of the Program for Recognition of Excellence in Service (PROGAP). Collaboration in passenger assistance together with Information Module operators. Support in coordination and supervision of Information Module operators. Monitoring of quality levels of airport ground-side facilities and services (terminal building, parking, GAP Aeromarket tenant businesses, 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. Review 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.-Requirements- Minimum education: Higher education - Bachelor’s degree 2 years of experience Keywords: demonstrator, fair representative, traveler, agent, representative, agente, representante