Customer Experience Agent

About the role

The Customer Experience Agent ensures a consistent, high‑quality service for passengers across various airport touch‑points, including check‑in counters, boarding gates, VIP areas, and support desks. You will act as the face of Qatar Aviation Services, delivering exceptional assistance while adhering to safety, security, and airline service standards.

Key responsibilities

• Provide courteous service at designated areas such as check‑in, boarding, API tasks, VIP handling, and transfer desks.
• Manage passenger flow, queue control, and baggage handling, including lost & found and special baggage.
• Assist passengers with special needs (PwD) and coordinate with Customer Care, Porterage, and Trolley Services.
• Follow SOPs and ISO standards, ensuring compliance with airline Service Level Agreements.
• Report any illegal, unsafe, or disruptive activities to supervisors.
• Support emergency response and major operational disruptions.
• Coordinate with internal and external departments (Qatar Airways and other airlines) for smooth terminal operations.
• Handle documentation, administration, and allocation of resources such as baby stroller staff.

Required profile

• Warm, hospitable attitude with a strong service orientation.
• Excellent grooming standards and ability to wear full uniform.
• Punctuality and reliability in reporting for duty as per roster.
• Ability to follow detailed SOPs and work under pressure.
• Strong communication skills and teamwork mindset.

Required skills