Senior Customer Service Agent

Role Overview

Become a key member of the acclaimed Hamad International Airport team, delivering superior customer service that ensures an effortless and exceptional experience for all airport users.

Primary Duties

• Assist the Customer Service Supervisor by collecting and submitting necessary data to complete shift reports.
• Identify and report any misuse of airport property or customer belongings using proper processes to facilitate item recovery.
• Contribute to the creation and refinement of procedural manuals and policies for senior customer service roles.
• Offer accurate, helpful assistance to passengers regarding flight schedules, transportation, dining options, airline services, lounges, accommodations, and other airport facilities.
• Carry out customer satisfaction surveys to gather feedback, proactively recognize customer needs, and enhance the overall perception of the airport experience.
• Organize, coordinate, and oversee weekly disposal of lost property in collaboration with relevant governmental bodies.
• Evaluate the general condition, including functionality and cleanliness, of the Passenger Terminal Complex to ensure service providers meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Compile reports related to queue management for departures, arrivals, and transfers for supervisory review.
• Document meal provision reports for travelers impacted by airport operational disruptions.

Candidate Profile

• Education: Bachelor’s degree or equivalent with at least one year of customer service experience; alternatively, a high school diploma with a minimum of two years relevant experience; fresh graduates are encouraged to apply.
• Demonstrated capacity to provide excellent customer service.
• Proficiency in both spoken and written English.
• Comfortable using computer systems and digital tools.
• Well-versed in customer-focused service operations.
• Willingness to work shifts, including weekends and public holidays.