Senior Customer Service Agent

About the role

Join the award‑winning team at Hamad International Airport and deliver world‑class service to passengers every day. You will ensure a seamless and convenient experience for travelers at one of the region’s leading airports.

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 the development of procedures, manuals and policies for the senior role.
• Provide accurate information on flight timings, 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 KPIs and SLAs.
• 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.
• Strong understanding of customer‑centric operations.
• Availability for shift work, including weekends and holidays.

Required skills