Senior Customer Service Agent

Hamad International Airport; Doha; On-site; QAR 27,000 - 45,000; Full time

Job summary

Hamad International Airport in Doha is seeking a proactive Customer Service professional to assist passengers with a range of inquiries and to contribute to a seamless experience.

You will provide accurate information on flights, transport, dining, lounges and hotel options, support shift work including weekends, and help maintain high service standards across the Passenger Terminal Complex.

Qualifications

• 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.

Responsibilities

• Assist the Customer Service Supervisor by providing data to fill the shift report.
• Prevent and report misuse of assets or customer properties and re-locate lost items.
• Support the development of procedures for the Senior Customer Service Agent including manuals and policies.
• Provide customers with accurate information on flight timings, transport, food and beverages, airlines, lounges, hotels and facilities at Hamad International Airport.
• Conduct surveys to understand customer satisfaction and proactively identify needs.
• Prepare, coordinate and monitor weekly Lost Property disposal with governmental agencies.
• Check KPI and SLA compliance by services provider for the PTC quality and cleanliness.
• Prepare reports for Departures, Arrivals and Transfer queue management.
• Prepare reports on meals provided to passengers affected by disruptions.

Skills

Customer service

Communication

Education

Bachelor’s degree or equivalent

Job description

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.

About you:

• 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.