Customer Services Agent II

Aviation Looks; Doha; On-site; QAR 56,000 - 78,000; Full time

Benefits offered by this job

Transportation facilities or allowance

Company accommodation

Uniform

Meal provisions

Annual leave

Flight benefits

Job summary

Qatar Aviation Services (QAS) in Doha, Qatar, is seeking a Customer Services Agent II to assist passengers with special needs throughout the airport, including arrival, baggage screening, check-in, transfer areas, lounges and boarding gates. The role involves providing care, transporting passengers using wheelchairs or airport buggies, and guiding them through airport formalities.

The successful candidate will work in a shift-based environment, enjoy flight benefits and accommodation facilities,

Qualifications

• Basic literacy and numeracy
• Good communication skills
• Basic knowledge of airport passenger-handling procedures
• Basic understanding of humanitarian assistance
• Basic knowledge of safety regulations
• Ability to work in a shift-based airport environment
• Ability to assist passengers respectfully and patiently
• No previous job-related experience required

Responsibilities

• Assist passengers requiring special assistance after disembarkation
• Escort passengers to arrival hall and assist with immigration, baggage and customs
• Assist connecting passengers with check-in at the transfer desk
• Escort to Customer Care Lounge as required
• Handle documents with check-in staff in departure areas
• Provide latest information during flight delays and report issues
• Escort passengers to boarding gates and hand over boarding cards
• Assist passengers to allocated seats and transfer between locations using wheelchairs or buggies
• Push wheelchairs or drive airport buggies per procedures
• Confirm completion of service with supervisor
• Perform other duties as assigned by Head of Department

Skills

Passenger assistance

Customer service

Basic airport procedures

Communication

Teamwork

Patience and empathy

Job description

Qatar Aviation Services (QAS), a subsidiary of Qatar Airways Group, is seeking applications for the position of Customer Services Agent II in Doha, Qatar. The role involves assisting passengers with special needs throughout the airport, including aircraft arrival, baggage screening, check-in, transfer areas, lounges, and boarding gates.

About The Role

The Customer Services Agent II will provide assistance and transportation to passengers with special needs. The selected candidate may assist passengers using wheelchairs or airport buggies and escort them through different airport formalities in accordance with Qatar Aviation Services standard operating procedures.

Job Responsibilities

• Assisting passengers requiring special assistance after they disembark from the aircraft.
• Escorting passengers to the arrival hall and helping them complete immigration, baggage-claim, and customs procedures.
• Assisting connecting passengers with check-in formalities at the transfer desk.
• Escorting passengers to the Customer Care Lounge when required.
• Collecting the necessary documents from the check-in agent while handling passengers in the departure area.
• Escorting passengers through airport formalities and handing over documents to the Customer Care Lounge team.
• Providing passengers with the latest available information during flight delays.
• Reporting delays or operational issues to a senior employee or supervisor.
• Escorting passengers to the assigned boarding gate.
• Handing boarding cards to the relevant staff during the boarding process.
• Assisting passengers to their allocated seats inside the aircraft.
• Transporting passengers between airport locations using a wheelchair or buggy.
• Pushing wheelchairs or driving airport buggies according to operational requirements.
• Confirming completion of the service with the Customer Services Supervisor.
• Performing other duties assigned by the Head of Department.

Eligibility Criteria

• Basic literacy and numeracy skills.
• Good communication skills.
• Basic knowledge of airport passenger-handling procedures.
• Basic understanding of humanitarian assistance.
• Basic knowledge of safety regulations.
• Ability to work in a shift-based airport environment.
• Ability to assist passengers respectfully and patiently.
• No previous job-related experience is required.

Preferred Qualification

One year of relevant job-related experience is preferred but not essential.

Candidates with experience in airport services, passenger handling, hospitality, customer service, transportation, healthcare assistance, or other public-facing roles may find the position particularly suitable.

Required Skills

• Passenger assistance.
• Customer service.
• Basic airport procedures.
• Communication and teamwork.
• Safe handling of wheelchairs and airport buggies.
• Patience and empathy.
• Physical ability to assist and transport passengers.
• Ability to follow standard operating procedures.
• Ability to work under pressure and in a multicultural environment.

Contract and Benefits

• Three-year fixed-term contract.
• Shift-based work.
• 48 working hours per week.
• Paid overtime when required.
• Transportation facilities or allowance.
• Company accommodation.
• Other applicable allowances.
• Uniform.
• Laundry facilities or allowance.
• Meal provisions.
• Annual leave.
• Flight benefits.