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Baggage Services Agent - Temporary Contract

Passenger Services Agent

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Baggage Services Agent - Temporary Contract

Diegem, Belgium

Option for/Allows Remote Job

About us

At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium’s home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 17 across Sub-Saharan Africa.

As proud ambassadors of Belgium, we bring the world to Belgium and the best of Belgium to the world: from collaborations with Michelin-starred Belgian chefs to our Belgian Icon aircraft adorned with national legends, we celebrate creativity and the amazing things our country has to offer.

Ranked number 4 in 2025 in Randstad’s Employer Brand charts, we are driven by passion, ownership, team spirit, excellence and respect.

Who are we looking for?

The Baggage Services Agent plays a crucial role in ensuring a customer-centric approach to baggage irregularities. This function combines proactive guest interaction, administrative follow-up, and in-depth tracing activities to guarantee that our guests receive accurate information and solutions regarding their delayed or missing baggage.

The position

Proactively contact guests whose baggage file remains open after 5 days, explain procedures, and request necessary documents. Perform in-depth tracing of all open files after 5 days to locate baggage. If unsuccessful, prepare the file for transmittal to Customer Relations for compensation.
Handle all communications regarding secondary tracing via phone, WorldTracer system, email (internal and external).
Provide helpdesk services by answering specific questions and offering solutions to meet guests’ needs during baggage irregularities.
Follow up on open files using global baggage tracing to ensure correct dispatching, delivery, and customer contact.
Manage baggage-related inquiries on social media.
Take over complex luggage issues from Lost & Found services and centralized call centre, finding solutions for guests.
Monitor subcontracted baggage tracing activities in Brussels and outstations, including file follow-up and coordination with delivery companies or handling agents.
Maintain and prepare Lost & Found-related statistics for reporting to the Baggage Services Teamleader (e.g., fault station analysis, quality dashboard reports).
Perform quality control of Lost & Found handlers in our network and follow up on improvement actions.
Act as back-up for the Baggage Services Teamleader during absences for all baggage-related advisory matters.

Your profile

At Brussels Airlines, we believe in making people grow. Therefore, we are not looking for white ravens: we are looking for people that match with our company’s goals and culture, and that can elevate us to even higher heights.

Higher secondary education
Trilingual Dutch/French/English (spoken & written)
Experience in baggage handling and secondary tracing is an asset
Very good administrative skills, accurateness is a must
Good communication skills and assertiveness
Problem solver attitude and team player mind
Able to comply with rules and regulations, good sense of responsibility and work ethics
Stress resistant
Flexible mindset: as back-up/stand-by for operational needs, adaptable to a very changing environment, and being able to work in a multicultural environment.

What’s in it for you?

Never a dull day: a challenging job in aviation, where entrepreneurship, collegiality and a hands-on spirit are at the heart of our approach.
Awesome colleagues: a talented, international team fully dedicated to soaring to new heights together in an empowering environment. Experience the combination of the freedom to make the role your own and excellent teamwork!
Continuous personal and professional development: enjoy broad training possibilities in both the Becademy as in the Lufthansa Group network. Seize the opportunity to experience a colleague's job. Or take advantage of Lufthansa Group’s international career opportunities!
Travel discounts: you and your family can explore the world at very attractive flight and hotel rates. And even for your friends you can fix special deals!
A people-oriented environment with more than 3500 colleagues and more than 60 nationalities. At Brussels Airlines, there is room for everyone – but not for discrimination. Diversity and inclusion are celebrated, and we do everything to create a company culture that feels like coming home.

Please note: This is a fixed-term role for maternity leave replacement, limited to a maximum of 12 months (= temporary contract).

And of course, we offer the more general perks:

An attractive salary, in line with your experience and competences, with a flexible reward plan that allows you to further optimize part of your salary
CLA90 bonus and profit sharing when collective targets are met
Meal vouchers with a value of 8 € per day
Eco vouchers with a value of 110 € per year
Health insurance for you and your family at favourable rates
Pension insurance, including insurance coverage of 2 years in case of long-term illness
Bike allowance and/or public transport subscription
“Benefits at work” employee discount platform
27 vacation days + extra seniority holidays

Ready to join our good company? Apply now!

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Passenger Services Agent

Diegem, Belgium

No remote work

About Brussels Airlines

At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium’s home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 17 across Sub-Saharan Africa.

Our company culture is warm and inclusive. By focusing on wellbeing & flexibility, we create an empowering environment that gives our more than 3500 people wings. Ranked number 4 in 2025 in Randstad’s Employer Brand charts, we are driven by passion, ownership, team spirit, excellence and respect: values that make the difference every day for our company, for our guests and for each other.

Who are we looking for?

As a Passenger Services Agent, you are the perfect host for our passengers: you welcome, check-in and board them at Brussels Airport with respect, courtesy and integrity and ensure that they receive an efficient and friendly service during their journey through Brussels Airport. You are passionate about on-time-departures, making sure that the required quality and safety standards are maintained at all times.

You consistently arrive at work on time, fully prepared and adhering to company procedures and grooming standards.
You ensure passengers to receive the highest possible standard of safety, service and customer care.
You attend all necessary company trainings and you keep yourself up to date on procedural changes.

Main tasks & responsibilities

Host, check-in and board the passengers of Brussels Airlines and its Lufthansa Group partner airlines at Brussels Airport.
Assist passengers using the Self Bag Drop solution at Brussels Airport.
Find solutions to standard customer issues, answer queries professionally and with Brussels Airlines flair and report unusual circumstances to the Supervisor on duty to ensure both a smooth and timely check-in and boarding of passengers.
Ensure compliance with ground product, safety, security and work environment regulations to maintain the required quality and safety standards at all times.
Communicate clearly and politely with all parties involved during the check-in and boarding processes.
Host and accompany unaccompanied minors at Brussels Airport with the warm and caring attitude of Brussels Airlines and you have an eye for passengers who need a bit of extra help.
Sharpen your commercial flair by selling ancillaries (e.g. last minute upgrades, extra luggage,...).

Your profile

You are customer-minded and motivated.
You have reached the age of 18 by the time the training starts.
You are fluent in English, Dutch and French (mandatory). Any other language is an asset.
You are flexible and happy to work in a variable roster, including weekend days and public holidays.
You must have your own means of transport, as shifts may start as early as 03:00 AM (full-time employment).
You want to work in a multicultural environment, in a large team of motivated & passionate colleagues.
You are punctual, discrete, friendly and a good listener who empathizes with our passengers and you keep a cool head at all times.
You are willing to wear our uniform with pride and to strictly adhere to our style guidelines, including the rule that visible tattoos on the face, head, neck, and hands are not allowed.
You have at least a high school diploma.

What’s in it for you?

Never a dull day: a challenging job in aviation, where entrepreneurship, collegiality and a hands-on spirit are at the heart of our approach.
Awesome colleagues: a talented, international team fully dedicated to soaring to new heights together in an empowering environment. Experience the combination of the freedom to make the role your own and excellent teamwork!
Continuous personal and professional development: enjoy broad training possibilities in both the Becademy as in the Lufthansa Group network. Seize the opportunity to experience a colleague's job. Or take advantage of Lufthansa Group’s international career opportunities!
Travel discounts: you and your family can explore the world at very attractive flight and hotel rates. And even for your friends you can fix special deals!
A people-oriented environment with more than 3500 colleagues and more than 60 nationalities. At Brussels Airlines, there is room for everyone – but not for discrimination. Diversity and inclusion are celebrated, and we do everything to create a company culture that feels like coming home.

And of course, we offer the more general perks:

Paid training by experienced instructors in a passionate atmosphere
A permanent full-time contract OR a permanent part-time contract (5 days of 4 hours)
On top of the monthly salary, we offer you a shift premium
A flexible reward plan to optimize a part of your salary
CLA90 bonus and profit sharing when collective targets are met
Meal vouchers
Eco vouchers
Health insurance for you and your family at favourable rates
Pension insurance, including insurance coverage of 2 years in case of long-term illness
“Benefits at work” employee discount platform
We are an equal opportunity employer and value diversity at our company

How to apply?

Upload your CV and motivation letter.
Indicate your language knowledge in your CV Warehouse application.
Only if all three criteria are fulfilled, your application will be valid.

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