Customer Experience Agent

About the Role

This role involves delivering consistent, high-quality service and exceptional support to customers in various airport areas such as check-in counters, boarding gates, transfer desks, ramp, lost and found, crew terminal, porterage, trolley services, and customer care for persons with disabilities. The aim is to adhere strictly to the service standards and procedures set by the customer airlines as well as ensuring compliance with safety, security, and local regulations.

Operational Responsibilities

• Exhibit a warm, caring, and service-focused demeanor to handle all passengers, including those needing special assistance, achieving complete customer satisfaction.
• Consistently follow the department’s SOPs and service standards aligned with ISO certifications and service agreements with the customer airlines.
• Attend duties punctually, maintaining uniform appearance and grooming according to company policy.
• Perform assigned tasks related to flight or area allocation, including passenger check-in per QAS standards, queue management, immigration/security flow control, hand baggage checks, lost and found management, boarding, transfer desk support, customer care focusing on PwD, documentation, passenger arrivals, baggage handling, porterage, trolley management, crew terminal services, API check-in and VIP handling.
• Coordinate terminal operations smoothly with internal and external teams, including other airlines, ensuring operational efficiency.
• Report any observed illegal, unsafe, or unethical activities and address passenger complaints promptly, escalating when needed.
• Assist in emergencies or operational disruptions impacting the airport, Qatar Airways Group, or other airlines, including special assistance programs.
• Support handling special baggage such as out-of-gage items according to safety guidelines.
• Collaborate effectively with departments like check-in, boarding, and porterage to complete daily operations timely.
• Manage deployment of baby stroller staff and supervise contractor personnel allocation across handling zones to meet daily operational requirements.
• Oversee assigned areas during arrivals and departures ensuring porterage services needs are met.
• Lead trolley personnel and contractors in managing passenger trolleys ensuring high-quality service as per agreements.
• Organize trolley movement and placement to guarantee sufficient availability and compliance with safety and service standards.
• Submit required reports such as trolley utilization reports punctually to quality control.
• Execute any additional duties as assigned by the department head.

Additional Information

• This is a fixed-term contract role lasting 3 years.
• The job operates on a shift basis totaling 48 working hours per week, with paid overtime when applicable.
• Benefits include transportation, company-provided housing, various allowances, uniform and laundry services, meal provisions, annual leave, and flight benefits.

Candidate Qualifications

• Applicants with a high school certificate plus a minimum of one year of related work experience are eligible.
• Bachelor’s degree holders without prior work experience may also apply.
• Experience with check-in and boarding is required for the check-in specific position.
• Strong interpersonal skills and aptitude for time management are essential.
• Proficiency in English is necessary.

Preferred Skills

• Experience or knowledge of Departure Control Systems such as MACS, Sabre, or Altea is advantageous.
• Completion of advanced courses in passenger handling and customer service, like those covering civil aviation and airport passenger procedures.
• Organizational and planning skills.
• Familiarity with MS Office applications.
• Ability to communicate in Arabic (written and spoken) and other languages is a plus.

Disclaimer

The recruitment process and the details of this posting are subject to change or withdrawal by the employer at any time. This posting is not a contract or offer of employment but a statement of current hiring requirements.