Customer Service Agent – Airport & Ground Services – Doha, Qatar

Location

Doha, Qatar – Hamad International Airport

Job Category

• Customer Service & Support
• Hospitality & Tourism
• Logistics & Transportation
• Administration & Office Support

Job Overview

Qatar Airways Group is seeking talented and customer-focused professionals to join its Hub Customer Services Team as a Customer Service Agent within Ground Services Operations in Doha. The successful candidate will provide high-quality passenger services at Hamad International Airport while representing the Qatar Airways brand and maintaining professional service standards.

Customer Service Agents may be assigned across several airport service areas, including customer services, check-in counters, boarding gates, transfer desks, Hub Control Centre, Premium Operations, VIP Operations, arrivals, baggage services, and transit hotel accommodation. The role requires excellent communication, strong customer-service skills, operational flexibility, and the ability to work effectively in a fast-paced airport environment.

This position offers significant career growth and professional development opportunities within a global aviation organization. Employees can build valuable experience in airport operations, passenger services, airline procedures, customer experience, and international aviation operations while working within a diverse global community.

Key Responsibilities

• Provide professional face-to-face customer service to Qatar Airways passengers.
• Respond to passenger questions and provide information regarding flights, connections, airport facilities, and directions.
• Support passenger processing at check-in counters and ensure identification, passport, and visa requirements are appropriately verified.
• Manage passenger queues and assist families, passengers with special needs, staff passengers, denied boarding passengers, and codeshare passengers.
• Remove old baggage tags and support efficient passenger processing.
• Initiate and manage boarding procedures at departure gates.
• Follow established boarding priorities and make required passenger announcements.
• Assist with hand baggage removal, flight coupon reconciliation, and passenger headcount confirmation.
• Provide efficient services at transfer desks for connecting passengers.
• Record relevant baggage information and issue boarding cards and meal vouchers where applicable.
• Support pre- and post-flight activities within specified operational timelines.
• Assist with passenger editing, monitoring, on-loading, upgrades/downgrades, and special load acceptance.
• Compile reports and prepare shift allocations and accurate operational handovers.
• Process emails and maintain accurate operational records.
• Provide customer service at Premium Check-in, Premium Transit, Premium Boarding, and VIP Operations areas.
• Maintain Qatar Airways professional service standards and comply with applicable policies and procedures.

Requirements & Qualifications

• High School qualification.
• Minimum 1 year of Customer Service experience.
• Relevant experience in a customer-facing role within the service industry.
• Previous airport experience is an advantage but not mandatory.
• Excellent spoken and written communication skills.
• Ability to communicate effectively with customers from diverse backgrounds and nationalities.
• Strong customer-service orientation with a diplomatic, helpful, outgoing, and team-oriented approach.
• Ability to work under pressure and manage competing customer demands.
• Ability to adapt to shifting operational priorities.
• Comfortable working in a fast-paced airport environment.
• Willingness and ability to work shifts, including weekends and public holidays.
• Physically fit and able to stand for extended periods.
• Ability to wear the required company uniform while on duty.

Salary, Benefits & Career Growth

Salary and compensation details have not been provided for this position.

Specific employee benefits have not been detailed in the job posting.

The Customer Service Agent position offers opportunities for career growth and professional development within airport ground services and the wider aviation industry. Employees can develop expertise in passenger handling, check-in operations, boarding, transfer services, premium operations, VIP services, and airport customer experience.

The role also provides valuable exposure to international aviation operations and a multicultural working environment, supporting the development of customer service, communication, operational, and teamwork skills.

Application Process

Application Process (Website):

Apply through the official Qatar Airways Group careers application page.

Click Apply Now and complete the online application for Customer Service Agent – Ref # 260000D3.

Apply Now – Qatar Airways Customer Service Agent, Ref #260000D3

Application Closing Date: 20 September 2026

HR Email for Application

No HR email address has been provided for this vacancy.

Applications should be submitted through the official online application page.