Senior Customer Service Agent

About the role

Join the award‑winning team at HIA and deliver world‑class service to passengers at Hamad International Airport. This position is ideal for outgoing, detail‑oriented individuals who are passionate about creating positive customer interactions.

Key responsibilities

• Assist the Customer Service Supervisor with shift reporting and data provision.
• Prevent and report misuse of company assets and manage lost‑property processes.
• Support the development of manuals, policies, and procedures for the senior role.
• Provide accurate information on flights, transport, food, lounges, hotels, and other airport facilities.
• Conduct surveys to gauge customer satisfaction and identify improvement opportunities.
• Coordinate weekly lost‑property disposal with governmental agencies.
• Monitor quality standards of the Passenger Terminal Complex to meet KPI and SLA requirements.
• Prepare reports on departures, arrivals, transfer queues, and meal provisions during 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 using digital systems.
• Strong understanding of customer‑centric operations.
• Availability for shift work, including weekends and holidays.

Required skills

• Proficiency with standard computer applications.