Qatar Aviation Services
Customer Experience Agent – Qatar Aviation Services, Doha
Qatar Aviation Services, part of the Qatar Airways Group, is hiring a Customer Experience Agent to join its ground handling operations at Hamad International Airport (HIA) in Doha. This role covers a wide range of passenger-facing and operational areas across the terminal, making it a strong entry point into airport ground services for candidates who enjoy a fast-paced, customer-facing environment.
About the Role
The Customer Experience Agent provides consistent quality of service and exceptional assistance to all customers at assigned designated areas, including (but not limited to) check-in counters, boarding gates, API tasks, VIP and Amiri Operations, transfer desk offices (disruption unit), Ramp, Lost & Found, Crew Terminal, Porterage Services, Trolley Services, and the Customer Care (PwD) section — all in line with the agreed service standards and procedures of customer airlines, while ensuring compliance with safety, security, and local authority requirements.
Key Responsibilities
- Demonstrate a caring, service-oriented image with a warm, hospitable, and pleasant attitude to ensure proper handling of all passengers, including those needing special assistance, to achieve total customer satisfaction.
- Follow standard operating procedures (SOP) laid down by the department and customer airlines, consistently applying established service standards to ensure compliance with ISO standards and agreed Service Level Agreements.
- Report for duty on time as per roster with full company uniform and good grooming standards.
- Handle assigned flights/areas per duty allocation, following SOP and work instructions across: check-in, floor walking and queue management, immigration/security screening flow, hand baggage control, Lost & Found, boarding, transfer desk, Customer Care (PwD), documentation and admin tasks, passenger arrivals and baggage services, porterage, trolley services, crew terminal services, and API check-in/boarding/VIP handling.
- Coordinate with internal and external departments (Qatar Airways and other airlines) to perform terminal operations smoothly.
- Report any illegal, unsafe, or corrupt activities observed, and escalate problems, complaints, or situations that could lead to passenger dissatisfaction to the immediate supervisor.
- Assist the line manager in responding to emergencies or major operational disruptions affecting HIA, the Qatar Airways Group, or other airlines, including support of the Special Assistance Program.
- Support the shift senior in handling special baggage (out-of-gauge and super out-of-gauge) per customer airline guidelines and safety compliance.
- Coordinate with Customer Care (PwD), Check-in and Boarding, Porterage, and Trolley Services to ensure timely completion of operations.
- Execute duties such as allocation of Baby Stroller staff and oversight of contractor personnel across handling zones during shifts.
- Support porterage and trolley operations at Arrival and Departure areas, ensuring service levels are met and corridors remain unobstructed.
- Submit daily, weekly, or monthly reports (e.g., Trolley Utilization Report) to the Quality Control Coordinator on time.
- Perform other department duties as directed by the Head of Department.
Qualifications
- High School qualification with a minimum of 1 year of job-related experience, or a Bachelor’s degree or equivalent with no prior job-related work experience required.
- Check-in and boarding experience required for Check-In positions.
- Good interpersonal skills and time management.
- Command of the English language.
Preferred:
- Experience/good working knowledge of Departure Control Systems (Macs/Sabre/Altea).
- Completed advanced courses or equivalent in Passenger Handling and Customer Services (e.g., Introduction to Civil Aviation, Airport Passenger Handling, Check-in Systems).
- Good organizing and planning skills.
- Working knowledge of MS Office applications.
- Arabic (written/spoken) and other languages are an advantage.
Job Information
- Company: Qatar Aviation Services (Qatar Airways Group)
- Job Family: Cargo & Airport Operations
- Location: Doha, Qatar
- Closing Date: 1 September 2026
To apply for this job please visit careers.qatarairways.com.
