WFP Customer Service Assistant: Airport Terminal Operations (SC5)

Organization: World Food Programme (WFP) / UNHAS Role: Customer Service Assistant (Airport Operations) Grade: Service Contract (SC-5) Location: Airport Based (Check specific vacancy for city, e.g., Juba, Nairobi, Kabul) Contract Type: Service Contract (6 Months / 1 Year Renewable) Salary: Competitive (Based on UN Local Salary Scale for SC-5) Closing Date: Rolling Recruitment for 2026 Operations

The United Nations Humanitarian Air Service (UNHAS), managed by the World Food Programme (WFP), is the “airline of the humanitarian world.” In remote and dangerous locations where commercial airlines cannot fly, UNHAS is the only lifeline.

We are seeking a professional, organized, and customer-focused Airport Customer Service Assistant to join our ground operations team.

This is not a standard desk job. You will be working at the airport terminal, ensuring that aid workers, diplomats, and donors get to their destinations safely. From checking passports to weighing cargo, you are the face of WFP for thousands of passengers every year.

Also check World Food Programme (WFP) Vacancy: Nutritionist – Bhutan (2026)

Background & Role Description

UNHAS transports over 400,000 passengers annually to some of the world’s most challenging destinations. As an SC-5 Customer Service Assistant, you ensure the smooth flow of these passengers through the UN terminal.

You are responsible for the Check-In, Boarding, and Arrival processes. You must balance strict aviation security protocols with the diplomatic courtesy required when handling high-level UN officials.

Key Responsibilities

1. Check-In & Manifesting:

• Verify passenger identities against the flight manifest using UN ID cards or Passports.
• Issue boarding passes and ensure all passengers have valid “Travel Authorizations” (TAs).
• Weighing: Accurately weigh checked luggage and carry-on bags to ensure the aircraft does not exceed its Maximum Take-Off Weight (MTOW). Safety depends on your accuracy.

2. Passenger Handling & Boarding:

• Escort passengers from the waiting area to the aircraft (airside).
• Assist passengers with special needs (medical evacuations, elderly, or VIPs).
• Conduct safety briefings in the terminal regarding prohibited items.

3. Cargo & Baggage Services:

• Tag baggage correctly for specific destinations (e.g., “Drop-off at Airstrip B”).
• Handle “Lost & Found” queries for missing luggage.
• Coordinate with the “Ramp Team” to ensure bags are loaded onto the correct plane.

4. Flight Monitoring:

• Update passengers on flight delays or cancellations due to weather/security.
• Maintain the daily flight log and report passenger statistics to the Air Movement Officer.

WFP Customer Service Assistant: Airport Terminal Operations (SC5)

Qualifications & Requirements

WFP needs staff who can handle pressure. A busy morning might see 10 flights departing in 2 hours.

Education

• Essential: Completion of Secondary Education (High School).
• Desirable: Post-secondary certificate in Aviation Management, Tourism, Hospitality, or Air Traffic Services.

Experience

• Minimum 2-4 years of experience in airport ground handling, airline customer service, or travel management.
• Experience with IATA regulations or working with a commercial airline check-in system is a huge advantage.
• Prior experience with UNHAS or international humanitarian organizations is preferred.

Skills & Competencies

• Language: Fluency in English (Level C) is mandatory. Fluency in the local language is required.
• Soft Skills: High degree of patience and tact. You will often deal with stressed passengers who are late for their flights.
• Tech: Proficiency in Microsoft Excel (for manifests) and email.

Why Apply for This Position

1. The “Aviation” Career Path UNHAS follows IATA standards. Experience gained here is recognized globally by commercial airlines (Qatar Airways, Emirates, etc.). It is excellent training for a future career in Aviation Management.

2. Dynamic Work Environment You will not be stuck in an office. You will be meeting people from all over the world—Doctors Without Borders staff, UN Envoys, and emergency response teams. Every day brings a new challenge.

3. Competitive Package

• Salary: Tax-exempt (in most countries) salary paid in local currency.
• Medical: Full medical coverage for you and your dependents.
• Security: You work in a high-security UN environment.

How to Apply

1. Visit the Portal: Go to the WFP Careers Website.
2. Filter:
   • Function: Select “Supply Chain” or “Logistics” (Aviation falls under Supply Chain in WFP).
   • Search Keywords: “UNHAS,” “Airport,” “Air Movement,” or “Customer Service.”
3. Application: Create your profile and upload your CV.
4. Cover Letter: Highlight your experience with Check-In Systems or Passenger Handling.

Pro Tip: If you have an IATA Dangerous Goods (DGR) certificate, mention it prominently. It is a highly valued skill in aviation ground ops.

Suggested Focus Keywords

UNHAS Jobs 2026, WFP Aviation Careers, Airport Ground Staff Jobs, Airline Customer Service Vacancy, UN Logistics Jobs, Humanitarian Air Service, Airport Operations Assistant