Senior Customer Service Agent

Qatar Airways; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading airline is looking for a Senior Customer Service Agent in Doha to provide high-level service at Hamad International Airport. The ideal candidate will assist in customer interactions, support service procedures, and ensure customer satisfaction. A Bachelor's degree or relevant experience in customer service is preferred. This position requires shift work, including weekends. Join a dynamic team making airline history.

Qualifications

• Minimum one year of job-related experience in customer service or two years with a High School Diploma.
• Proven ability to deliver high-quality customer service.
• Availability for shift work, including weekends and holidays.

Responsibilities

• Assist the Customer Service Supervisor in filling shift reports.
• Report misuse of company assets and customer properties.
• Support development of procedures for Senior Customer Service Agent.
• Provide accurate information to customers regarding services at the airport.
• Conduct surveys to improve customer satisfaction.

Skills

Customer service excellence

Fluent in English

Computer literacy

Customer-centric operations

Education

Bachelor’s Degree or equivalent

High School Diploma

Job description

Senior Customer Service Agent

Ref #: 250000MW

Location: Qatar - Doha

Job Family: Customer Service

Closing date: 29-Nov-2025

About The Role

Join our award-winning team at HIA and deliver world‑class service every day! Offers passengers the highest level of service, ensuring a seamless and convenient world‑class experience at Hamad International Airport. This role is designed for outgoing and detail‑oriented individuals who are passionate about service delivery and committed to creating positive customer interactions.

Key Responsibilities

• Assist the Customer Service Supervisor by providing the necessary data to fill the shift report.
• Prevent and report misuse of company assets or customer properties through the correct process, in order to re‑locate lost items.
• Support the development of procedures for the Senior Customer Service Agent including manuals and policies.
• Provide customers with accurate and helpful information including but not limited to flight timings, transport, food and beverages, airlines, lounges, hotel and other facilities provided at Hamad International Airport.
• Conduct survey for the customer service improvement team to understand customer satisfaction pro‑actively identify customer needs and positively influence their perception of Hamad International Airport to improve customer satisfaction survey.
• Prepare, coordinate and monitor the weekly Lost Property disposal and with governmental agencies.
• Check the overall standard quality (including assets serviceability and cleanliness) of the PTC (Passenger Terminal Complex) to ensure KPI (Key Performance Index) and SLA (Standard Lewi Agreement) are met by services provider.
• Prepare the report for Departures, Arrivals and Transfer queue Management for the supervisor.
• Prepare the report for the meals provided to passengers affected by a disruption of the airport operation.

Qualifications

• Education: Bachelor’s Degree or equivalent with minimum one year of job‑related experience in customer service (Freshers are welcome to apply) OR High School Diploma with at least two years of relevant experience.
• Proven ability to deliver high‑quality customer service.
• Fluent in spoken and written English.
• Computer literate and comfortable with digital systems.
• Strong understanding of customer‑centric operations.
• Availability for shift work, including weekends and holidays.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

Apply here: https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=250000MW