Customer Service Agent – Airport Operations

About the role

Delta is looking for a Customer Service Agent to join its airport team at Milan Malpensa (MXP). You will be the front‑line representative ensuring passengers enjoy a smooth, safe and friendly travel experience.

Key responsibilities

• Handle ticketing, reservations and boarding procedures, including tagging and moving baggage to the ramp.
• Greet passengers, assess their needs, explain Delta’s technology options and guide them to the appropriate service.
• Promote the use of airport self‑service tools to accelerate check‑in and improve overall experience.
• Maintain a positive Delta image while keeping customers informed throughout their journey.
• Coordinate with internal teams under time pressure to ensure on‑time flight dispatch.
• Perform a variety of duties across functional areas and be ready to work rotating shifts, on‑call periods and occasional outside locations.
• Follow safety‑conscious procedures in all operational tasks.

Required profile

• Valid authorization to live and work in the EU (Italy); no visa sponsorship provided.
• Fluent in English and Italian, both written and spoken.
• High school diploma or equivalent.
• Strong customer‑service orientation, teamwork and communication skills.
• Flexibility to work varying shifts, extended hours and on‑call requirements.
• Willingness to support seasonal stations such as Catania, Olbia and Naples during busy periods.

Required skills

• Knowledge of airport technology platforms such as SNAPP and Delta Matic.