Customer Services Agent II – Join Our Talent Pool

Qatar Airways Group; Doha; On-site; QAR 60,000 - 80,000; Full time

Benefits offered by this job

Transportation

Company housing

Allowances

Uniform

Laundry

Meal provisions

Annual leave

Flight benefits

Job summary

Qatar Airways Group is seeking staff to provide special needs assistance to passengers, including on-ground support from boarding to arrival, with wheelchair and buggy transport in line with SOPs. The role covers check-in transfer, lounge escort, and post-service documentation, in a fixed-term 3-year contract.

Responsibilities include guiding passengers through immigration and baggage, coordinating with supervisors for delays, and ensuring passengers reach their seats and boarding gates

Qualifications

• Basic literacy and Numeracy skills.
• No Prior job-related experience.
• Good communication skills.
• Basic knowledge on airport passenger handling procedures.
• Basic knowledge on Humanitarian assistance.
• Basic knowledge on Safety regulation.
• 1 year of job-related experience.

Responsibilities

• Ensures disembarking passengers requiring special assistance are serviced and escorted to the arrival hall.
• Assist passengers in transfer and check-in at transfer desk and escort to Customer Care lounge.
• Collects documents from check-in agent, escorts passenger through formalities, and hands over documents to Customer Care Lounge team; coordinates delays with supervisor.
• Escorts passenger to allocated boarding gate and hands over boarding card; assists to seat the passenger in the aircraft.
• On completion, informs Customer Services Supervisor to update the record.
• Assists passenger to be transported using wheelchair or buggy as needed.
• Allocates tasks across areas as required (wheelchairs, buggies).
• Performs other duties as directed by Head of Department.

Skills

Basic literacy

Numeracy skills

Good communication skills

Airport passenger handling procedures

Humanitarian assistance knowledge

Safety regulation knowledge

Job description

About the Role

Provides assistance to passengers with Special needs, assist passengers from the aircraft, at baggage screening area, check-in counter, Transfer Area with the available means of transportations (wheelchair and buggy) in accordance with the SOPs.

General Information

• Ref #: 260000AW
• Location: Qatar-Doha
• Job family: Customer Service
• Closing Date: 2026-10-28

Description

Provides assistance to passengers with Special needs, assist passengers from the aircraft, at baggage screening area, check-in counter, Transfer Area with the available means of transportations (wheelchair and buggy) in accordance with the SOPs.

Responsibilities

• Ensures disembarking passengers requiring special assistance are serviced and/or escorted to the arrival hall and cleared through all immigration, baggage claims (if any) and customs formalities.
• In case of passenger is connecting to another flight then assist in carrying out check-in formalities at the transfer desk and escort passenger to the Customer Care lounge
• Ensures to collect all documents from the check-in agent while handling passenger at the departure area, escort the passenger through all formalities and take passenger to the lounge and handover all documents to Customer Care Lounge team. In case of any delay co-ordinate with senior or supervisor and provide passenger with latest information available.
• Escorts passenger to the allocated boarding gate and handover the boarding card to the concerned staff. After completion of document checks/boarding process, take the passenger to the allocated seat in the aircraft.
• On completion of the service confirm to the Customer Services Supervisor (Customer Care) in order to update the record
• Assist passenger to be transported from one point to another either or by Wheelchair or by the usage of buggy
• Based on operational requirement the department will make the allocations to cover different areas/tasks which will include but not limited to pushing wheelchairs or driving buggies.
• Perform other department duties related to his/her position as directed by the Head of the Department

Additional Information

• Contract Type: Fixed-term contract – 3 years
• Job Type: Shift-based work. Working hours are 48 hours per week and paid overtime if required
• Allowances: Transportation, Company Housing, Allowances, Uniform, Laundry, and Meal provisions.
• Benefits: Annual leave and Flight benefits

QAS Website Link: https://www.qataraviation.com/page/home

Qualification

Essential

• Basic literacy and Numeracy skills
• No Prior job-related experience
• Good communication skills
• Basic knowledge on airport passenger handling procedures
• Basic knowledge on Humanitarian assistance
• Basic knowledge on Safety regulation

Preferred

• 1 year of job-related experience.

Disclaimer

This advertisement reflects a current recruitment requirement of Qatar Airways Group. Qatar Airways Group reserves the right, at any time, to amend, suspend, withdraw, or otherwise modify this recruitment process, including converting the vacancy into a talent pipeline for current or future hiring requirements. This advertisement does not constitute an offer of employment or a commitment to recruit.