Customer Experience Agent | Qatar Aviation Services | Qatar Airways Group
Qatar AirwaysJob Description
About the Role
As a Customer Experience Agent with Qatar Aviation Services (QAS), a subsidiary of Qatar Airways Group, you will provide consistent quality of service and exceptional assistance to all customers at designated areas such as check-in counters, boarding gates, API tasks, VIP and Amiri Operations, transfer desk offices, ramp, Lost & Found, crew terminal, porterage services, trolley services, and Customer Care (PwD) section. You will ensure compliance with service standards, safety, and security procedures in line with customer airline requirements and local authority regulations.
Key Operational Responsibilities
- Check-in passengers following QAS Standards and Procedures
- Floor walking and queue management
- Manage passenger flow at Immigration/Security Screening points
- Hand baggage control and special baggage handling
- Lost & Found operations
- Boarding passengers according to operational standards
- Transfer desk and passenger arrivals services
- Customer Care assistance for Persons with Disabilities (PwD)
- Porterage and trolley services management
- API check-in and boarding for VIP and Amiri passengers
- Crew terminal services support
- Documentation and administrative assignments
Coordination & Reporting
- Coordinate with internal and external departments (QR and other airlines) for smooth operations
- Report any illegal, unsafe, or corrupt activities observed
- Support line manager during emergencies or operational disruptions
- Support the Qatar Airways Special Assistance Program
- Allocate baby stroller staff and oversee contractor personnel
- Direct trolley personnel and ensure SLA compliance
- Submit daily, weekly, or monthly reports (e.g., Trolley Utilization Report)
About You
- High School Diploma or equivalent qualification required
- 0-2 years of customer service experience (aviation or hospitality preferred)
- Excellent communication and interpersonal skills
- Willingness to work shifts including nights, weekends, and holidays
- Ability to remain calm and professional under pressure
- Strong team coordination and multitasking abilities
- Fluent in English; Arabic or additional languages are an advantage
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