Job Description/Specification:
Hamad International Airport (HIA) is looking for a customer-focused professional to join its airport operations team and help deliver a smooth, convenient, and high-quality passenger experience. The role is suitable for outgoing, detail-oriented individuals who enjoy interacting with people and working in a fast-paced airport environment.
The position involves supporting the Customer Service Supervisor, assisting passengers with airport-related information, monitoring passenger service standards, preparing operational reports, and supporting lost property and disruption-related activities.
Customer Service Agent Job Responsibilities
The successful candidate will contribute to daily customer service operations across the Passenger Terminal Complex (PTC).
Key responsibilities include:
- Support the Customer Service Supervisor by collecting and providing accurate information for shift reports.
- Provide passengers with clear and helpful information about flight timings, transportation, food and beverage facilities, airlines, lounges, hotels, and other airport services.
- Assist in preventing and reporting the misuse of company assets or customer property through established procedures.
- Support the development and maintenance of procedures, manuals, and policies for customer service operations.
- Conduct customer surveys to help identify passenger needs and improve overall customer satisfaction.
- Assist with activities related to the customer service improvement program and contribute to improving passenger perceptions of the airport.
- Prepare, coordinate, and monitor weekly lost-property disposal activities in coordination with relevant government agencies.
- Monitor the overall quality standards of the Passenger Terminal Complex, including cleanliness and asset serviceability.
- Check that service providers meet established KPIs and Service Level Agreements (SLAs).
- Prepare reports covering departure, arrival, and transfer passenger queue management.
- Prepare reports regarding meals provided to passengers affected by operational disruptions.
- Escalate relevant customer service or operational issues through the appropriate channels.
- Maintain professional and customer-focused service standards throughout all passenger interactions.
Requirements for Customer Service Jobs at Hamad International Airport
The role has two qualification pathways:
- Bachelor's degree or equivalent with at least one year of job-related customer service experience; or
- High school diploma with at least two years of relevant experience.
Freshers are also welcome to apply under the bachelor's degree pathway, according to the stated requirements.
Candidates should have:
- Strong customer service skills and a genuine focus on passenger satisfaction.
- Fluent spoken and written English.
- Good computer literacy and confidence using digital systems.
- Understanding of customer-centric service operations.
- Strong communication and interpersonal skills.
- Good attention to detail and organizational ability.
- Ability to work effectively in a busy airport environment.
- Willingness to work shifts, including weekends and public holidays.
Skills Needed for Airport Customer Service
Customer service professionals at an international airport need to be comfortable dealing with passengers from different backgrounds and handling a wide range of questions and situations.
Strong communication is essential because passengers may need immediate information about flights, transportation, lounges, restaurants, hotels, or airport facilities. Candidates should be able to explain information clearly while remaining calm and professional.
Attention to detail is also important because the position includes preparing reports, monitoring service standards, checking facilities, supporting lost-property procedures, and tracking passenger queues.
The ability to work flexible shifts is another important part of airport operations, as passenger services operate around flight schedules rather than conventional office hours.
For candidates looking for airport jobs in Qatar, customer service jobs in Doha, or careers at Hamad International Airport, this role offers an opportunity to gain experience in passenger services, airport operations, customer satisfaction, and international aviation.