Customer Experience Agent – Airport Operations

About the role

The Customer Experience Agent delivers consistent, high‑quality service to passengers across multiple touchpoints at Hamad International Airport, ensuring smooth operations while adhering to safety, security, and airline standards.

Key responsibilities

• Handle passenger check‑in, boarding, queue management and immigration/security flow.
• Manage hand‑baggage control, lost & found, and transfer desk operations.
• Support Customer Care for persons with disabilities, porterage, trolley services, and crew terminal activities.
• Coordinate with internal departments and other airlines to ensure seamless terminal operations.
• Assist with special baggage handling and provide support during operational disruptions.
• Oversee trolley allocation, submit utilization reports on time, and report safety, security or service issues to the supervisor.
• Perform other duties as assigned by the Head of Department.

Required profile

• High school qualification with at least 1 year of relevant experience, or a Bachelor’s degree with no prior experience required.
• Check‑in and boarding experience for check‑in positions.
• Strong command of English; Arabic (written/spoken) is a plus, other languages are beneficial.
• Good interpersonal and time‑management abilities.

Required skills

• Experience with Departure Control Systems (e.g., Macs, Sabre, Altea).
• Working knowledge of Microsoft Office applications.