Customer Services Agent (Ground Services – Hub) – Qatar Airways

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Job Description

We are currently recruiting for Customer Services Agent role to be part of our 5-star team in Ground Services. The role is based in Hamad International Airport.

In this role you will provide 5-star engaging service to all Qatar Airways passengers in Hamad International Airport. You will have natural flair of delivering unforgettable customer service to all passengers travelling with Qatar Airways. You will ensure that the journey of each passenger is memorable throughout the different touch points in the Airport. Areas of service include lobby, check-in counters, aircraft boarding, coach releasing, transfer desks, arrivals, baggage services and transit hotel accommodation desk. You will constantly and consistently meet/surpass the needs of the passengers and maintain Qatar Airways professional image by adhering to all applicable policies and procedures.

Specific responsibilities include the following:

Customer Services

You will provide face to face service to Qatar Airways passengers and deals with their different needs. You will answer questions and offer information covering a wide variety of airline and/or airport related topics such as connecting flight information and direction assistance.

Check-in

You will provide proactive service to passengers prior to check-in such as managing queues, removing old baggage tags, handling denied boarding passenger, staff passengers, helping families, identifying those with special needs and code share passengers so that they are directed to the relevant check-in counters and are handled efficiently. You will ensure that passengers’ identification are verified and checked such as passport validity and relevant visa depending on destination.

Boarding

You will initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of QR flights.

Transfer Desk

You will deliver efficient service at the transfer desks for arriving QR passengers who are connecting to another flights and ensuring that all information such as baggage details are recorded. You will issue boarding cards and meal vouchers where applicable so that the transfer passengers are processed accurately and expeditiously.

Hub Control Centre

You will ensure al pre and post flight activities are completed within the specified time frame. These include editing, monitoring, on loading, upgrade/downgrade of passengers and special load acceptance. You will assist in compiling reports, prepare the allocation for the next shift, action e-mails and prepare accurate hand-over.

Premium Operation and VIP

You will provide assistance and face-to-face customer services in Premium Check-in counters, Premium Transit areas, Premium Boarding gates and VIP Operations.

Medical and INAD (Inadmissible Passenger)

You will assist in the arrangements for special handling customers requiring medical attention and INAD cases in compliance with Qatar Airways and local government’s policies and procedures.

About you

The successful candidate will have the following skills and qualifications:

  • High School qualification with 2 years of Customer Services experience.
  • With relevant experience in Customer facing role in service industry.
  • Airport experience is an advantage but not a must.
  • Able to work under pressure to manage competing demands and shifting priorities.
  • Excellent spoken, written and interpersonal communication skills. Able to communicate to both internal and external customers from varied background and nationalities.
  • Able to work in a fast paced environment.
  • Able to work on shift including weekends and holidays.
  • Physically fit and able to stand for long periods of time.
  • Excellent customer service orientation – diplomatic, helpful, outgoing and a team worker.