Senior Customer Service Agent

About the role

Join the award‑winning team at Hamad International Airport (HIA) as a Senior Customer Service Agent. You will deliver world‑class assistance to passengers, ensuring a seamless and convenient experience throughout the airport.

Key responsibilities

• Assist the Customer Service Supervisor by providing data for shift reports.
• Prevent and report misuse of company assets or customer property and manage lost‑item relocation.
• Support development of procedures, manuals and policies for the senior role.
• Provide accurate information on flights, transport, food & beverage, airlines, lounges, hotels and other airport facilities.
• Conduct surveys for the customer service improvement team to gauge satisfaction and identify needs.
• Prepare, coordinate and monitor weekly lost‑property disposal with governmental agencies.
• Check overall quality standards of the Passenger Terminal Complex to meet KPI and SLA requirements.
• Prepare reports on departures, arrivals, transfer queue management and meals provided during operational disruptions.

Required profile

• Bachelor’s degree (or equivalent) with at least one year of customer‑service experience, or High School Diploma with 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.
• Availability for shift work, including weekends and holidays.

Required skills