Customer Experience Agent at Qatar Airways Group - Qatar Aviation Services

Overview

This position offers an opportunity to deliver consistently high-quality support and assistance to customers at multiple points within airport operations, including check-in counters, boarding gates, transfer desks, and special services for persons with disabilities. The role ensures compliance with airline service standards, safety regulations, and local authority requirements.

Key Responsibilities

• Uphold a customer-centered and courteous demeanor to cater to passengers' diverse needs, ensuring a satisfying experience for all, including those requiring special assistance.
• Adhere strictly to department Standard Operating Procedures (SOPs) and airline-specific service agreements to meet ISO and customer-defined quality benchmarks.
• Report punctually for assigned shifts, maintaining full uniform standards and professional grooming.
• Execute tasks across assigned operational areas such as passenger check-in, queue management, immigration support, hand baggage control, lost and found, boarding procedures, transfer desks, porterage, trolley handling, crew terminal services, VIP and special assistance operations.
• Collaborate effectively with internal teams and external airline partners to ensure seamless airport operational flow.
• Identify and report any unsafe, illegal, or unethical activities, and escalate passenger issues or complaints promptly to supervisory staff.
• Support emergency and disruption responses, including special assistance program activities.
• Assist with managing special baggage categories in compliance with safety standards.
• Coordinate porterage and trolley services, including staff allocation, equipment management, and quality assurance per agreed service agreements.
• Prepare and submit operational reports such as trolley utilization summaries on scheduled intervals.
• Perform additional duties as assigned by department leadership.

Qualifications and Skills

• Minimum educational requirement: High school diploma with at least one year of related job experience, or a bachelor's degree/equivalent without prior experience.
• Experience in check-in and boarding processes is mandatory for check-in roles.
• Strong interpersonal communication abilities and proficiency in English.
• Preferred skills include familiarity with Departure Control Systems (e.g., Macs, Sabre, Altea), advanced coursework in passenger handling and customer service, organizational and planning capabilities, and competency with Microsoft Office applications.
• Arabic language skills (spoken and written) and knowledge of additional languages are advantageous.

Other Details

Location: Doha, Qatar
Department: Cargo & Airport Operations
Job Reference: 2600009X
Application Closing Date: August 4, 2026

Applicants will be expected to comply with company standards, perform duties with integrity, and contribute positively to the overall airport customer experience.