Senior Customer Service Agent

About the Role

Join our acclaimed team at Hamad International Airport and contribute to delivering exceptional, world-class service every day. This position requires outgoing and meticulous individuals who are passionate about customer service and eager to foster positive experiences for travelers.

Key Responsibilities

• Assist the Customer Service Supervisor by compiling and providing data for shift reports.
• Identify and report any improper use of company assets or passenger property, following proper procedures to facilitate the recovery of lost items.
• Support the creation and review of manuals and policies for Senior Customer Service Agent procedures.
• Offer passengers accurate and comprehensive information regarding flight schedules, transportation, dining options, airlines, lounges, hotels, and other airport amenities.
• Conduct customer satisfaction surveys to proactively capture passenger needs and enhance perceptions of Hamad International Airport, contributing to improved satisfaction scores.
• Coordinate and monitor weekly Lost Property disposal in collaboration with government authorities.
• Assess the overall quality standards of the Passenger Terminal Complex—including asset functionality and cleanliness—to ensure service providers meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Prepare analytical reports on Departures, Arrivals, and Transfer queue management for supervisory review.
• Compile reports detailing meals administered to passengers impacted by flight delays or disruptions.

Qualifications

• Possess a Bachelor’s Degree or equivalent with at least one year of customer service experience (fresh graduates considered), or a High School Diploma with a minimum of two years of relevant experience.
• Demonstrate proven skills in delivering high-quality customer service.
• Fluent proficiency in spoken and written English.
• Comfortable using computers and digital systems.
• Strong understanding of customer-focused operational environments.
• Willingness to work shifts, including weekends and holidays.

Additional Information

Reference Number: 2600006K
Location: Doha, Qatar
Job Family: Customer Service
Application Deadline: September 7, 2026