Job Description/Specification:
Qatar Aviation Services (QAS) is hiring a Customer Experience Agent – Buggy Operations for its Hub Customer Services team at Hamad International Airport (HIA), Doha. The role focuses on operating passenger buggy shuttle services while providing courteous, safe, and efficient assistance to airport customers.
This is a customer-facing, shift-based airport operations position for candidates with customer service experience and a valid light vehicle driving license from their home country.
Key Responsibilities
- Operate MATAR buggy carts within the passenger terminal at Hamad International Airport.
- Assist passengers using MATAR shuttle services while maintaining a warm, hospitable, and service-focused approach.
- Provide customers with support and information related to buggy services and HIA facilities.
- Follow departmental SOPs, airport regulations, and established service standards.
- Support compliance with ISO requirements and agreed service KPIs under the MATAR service contract.
- Maintain punctual attendance according to the assigned roster and comply with uniform and grooming standards.
- Coordinate effectively with QAS and MATAR teams to support smooth day-to-day operations.
- Immediately report illegal, unsafe, or corrupt activities to the appropriate shift supervisor or line management.
- Escalate customer inconvenience and anticipated complaints promptly to the shift supervisor.
- Follow all safety procedures when operating equipment within HIA.
- Maintain airport safety standards and operational protocols while keeping a customer-first approach.
Requirements
- High School qualification.
- At least 1 year of customer service experience.
- Relevant experience in a customer-facing service-industry position.
- Airport experience is an advantage but is not mandatory.
- Valid light vehicle driving license from the candidate's home country.
- Ability to work according to a roster and meet the requirements of a shift-based airport operation.
- Strong customer-service attitude and professional presentation.
- Ability to follow established procedures and safety requirements consistently.
Who Should Apply?
This opportunity is suitable for customer service professionals who enjoy working directly with passengers and are comfortable in a busy operational environment.
Candidates from hospitality, transportation, retail, airport services, or other customer-facing industries may find their experience relevant. Previous airport experience can strengthen an application, although the role specifically states that it is not required.
A strong candidate should be dependable, courteous, safety-conscious, and comfortable working as part of a coordinated airport operations team.
Skills That Will Help You Succeed
Customer interaction is central to this position, so patience, politeness, clear communication, and a helpful attitude are important. You should be able to assist passengers professionally while maintaining awareness of safety and operational requirements.
Reliability is equally important. The position requires roster-based attendance, compliance with procedures, professional grooming, and cooperation with multiple teams. Candidates should also be comfortable escalating problems quickly rather than allowing passenger concerns or safety issues to remain unresolved.
How to Stand Out
For your CV, highlight customer-facing experience where you regularly assisted customers, handled questions, resolved concerns, or worked in a busy service environment.
If you have experience in an airport, hotel, transport company, shopping centre, hospitality operation, or similar customer-focused workplace, make that experience clear.
Also emphasize your driving license, shift-work experience, safety awareness, communication skills, and ability to follow SOPs. Specific examples of maintaining customer satisfaction during busy periods can make your profile more relevant.
Interview Preparation
Prepare to explain how you would assist a passenger who is unfamiliar with the airport, respond to a customer who is unhappy with a delay, or manage multiple passengers requiring assistance at the same time.
You may also be asked about safety procedures, following SOPs, escalating customer complaints, dealing with unsafe situations, and working with colleagues from different departments.
A useful approach is to demonstrate that you can balance customer service with safety and operational compliance. For this role, being helpful should never mean ignoring airport procedures.
Contract & Benefits
The vacancy provides additional information for the fixed-term contract:
- Contract: 3 years
- Working pattern: Shift-based
- Working hours: 48 hours per week
- Overtime: Paid when required
- Allowances and provisions: Transportation, company housing, allowances, uniform, laundry, and meals
- Benefits: Annual leave and flight benefits
Frequently Asked Questions
What is the location of this job?
The position is based at Hamad International Airport in Doha, Qatar.
What qualification is required?
A High School qualification is required, along with at least one year of customer service experience.
Is previous airport experience mandatory?
No. Airport experience is listed as an advantage, but it is not a requirement.
Is a driving license required?
Yes. Candidates should have a valid light vehicle driving license from their home country.
Is this a regular daytime position?
No. The role is shift-based, with working hours stated as 48 hours per week and paid overtime when required.
What is the contract duration?
The fixed-term contract information states a duration of three years.