Customer Experience Agent - Qatar Aviation Services, Doha

About the Role

The Customer Experience Agent at Qatar Aviation Services, part of the Qatar Airways Group, operates within ground handling at Hamad International Airport in Doha. This dynamic role involves engaging with passengers across multiple terminal functions such as check-in counters, boarding gates, VIP and Amiri Operations, transfer desks, ramp services, Lost & Found, Crew Terminal, porterage, trolley services, and the Customer Care section for persons with disabilities (PwD). The agent maintains service quality aligned with airline standards, while ensuring safety, security, and compliance with local authority requirements.

Key Responsibilities

• Provide empathetic, professional, and welcoming service to all passengers, including those requiring special assistance, to ensure complete customer satisfaction.
• Strictly adhere to established Standard Operating Procedures and service standards consistent with ISO certifications and the agreements set by customer airlines.
• Attend duties punctually as per roster with appropriate uniform and grooming.
• Manage assigned flights and terminals performing tasks such as check-in, queue supervision, security screenings, baggage handling, Lost & Found management, boarding, transfer services, customer care for disabled persons, administrative tasks, porterage, and other ground services.
• Collaborate effectively with various internal and external departments including Qatar Airways and other airlines to facilitate smooth terminal operations.
• Report and escalate any observations of illegal, unsafe, or unethical activities, as well as any passenger complaints, to supervisors promptly.
• Assist in emergency and major disruption responses affecting airport operations, supporting special assistance programs.
• Support senior staff with the handling of special baggage according to airline policies and safety guidelines.
• Coordinate and oversee porterage and trolley services ensuring unobstructed corridors and maintaining service levels at arrival and departure sections.
• Submit required reports, such as trolley utilization, punctually to quality control coordinators.
• Perform additional tasks assigned by the Head of Department.

Qualifications

• Minimum education of High School with at least one year relevant experience, or Bachelor’s degree with no experience required.
• Check-in and boarding experience is essential for specific check-in positions.
• Strong interpersonal communication skills and effective time management.
• Proficiency in English language.

Preferred Skills

• Familiarity with Departure Control Systems such as Macs, Sabre, or Altea.
• Completion of advanced training in Passenger Handling and Customer Services, including subjects like Introduction to Civil Aviation and Airport Passenger Handling.
• Excellent organizational and planning abilities.
• Basic computer skills including MS Office.
• Knowledge of Arabic and additional languages is advantageous.

Additional Information

• Position is based in Doha, Qatar under the Qatar Airways Group, within the Cargo & Airport Operations family.
• Application deadline is 1 September 2026.