Customer Service Agent at Hamad International Airport – Delivering Excellence in Passenger Experience
Hamad International Airport (HIA), one of the world’s most awarded aviation hubs, continues to set global standards in hospitality, safety, and customer satisfaction. As part of this mission, the Customer Service Agent role plays a vital part in shaping the passenger journey. This position is tailored for energetic, customer-focused, and detail-oriented individuals who are committed to providing world-class service at every step.
Whether guiding travelers, resolving issues, or ensuring operational efficiency, Customer Service Agents at HIA are the heart of the airport’s reputation for excellence.
About the Role
The Customer Service Agent is responsible for assisting passengers throughout their travel experience, ensuring they receive accurate, timely, and friendly support. With millions of travelers passing through Hamad International Airport annually, this role is essential in maintaining a smooth and enjoyable airport experience.
This position requires a strong service mindset, excellent communication skills, and the ability to operate in a dynamic, fast-paced environment.
Key Responsibilities
1. Passenger Support & Assistance
- Provide passengers with accurate information about flights, airport facilities, transportation, lounges, dining options, and hotel services.
- Guide travelers through airport processes, ensuring a seamless experience.
- Assist passengers in stressful situations such as delays, cancellations, or disruptions.
2. Customer Satisfaction & Service Quality
- Conduct customer surveys to gather feedback and identify improvement opportunities.
- Positively influence passenger perception of Hamad International Airport through professional, courteous service.
- Address customer concerns promptly to maintain high satisfaction levels.
3. Lost & Found Management
- Process and document lost items in accordance with airport procedures.
- Prevent misuse of customer property by following strict handling guidelines.
- Coordinate the weekly disposal of unclaimed items with government agencies.
4. Operational Reporting & Coordination
- Support supervisors by providing accurate data for shift reports and daily updates.
- Prepare reports on passenger queue management (Departures, Arrivals, and Transfers).
- Document and report meals provided to passengers affected by operational disruptions.
5. Quality Assurance & Facility Monitoring
- Inspect various areas of the Passenger Terminal Complex (PTC) to ensure cleanliness, functionality, and serviceability.
- Confirm that service providers meet KPI (Key Performance Indicators) and SLA (Service Level Agreement) standards.
- Report any service gaps to the relevant teams for immediate action.
Required Skills and Qualifications
Education
- Bachelor’s Degree with at least one year of customer service experience (fresh graduates welcome),
or - High School Diploma with a minimum of two years of relevant experience.
Core Competencies
- Strong communication and interpersonal skills.
- Proven ability to deliver high-quality customer service.
- Fluent in spoken and written English.
- Computer literate and comfortable with digital systems.
- Ability to multitask and handle pressure in a busy airport environment.
- Flexibility to work shifts, weekends, and public holidays.
Why This Role Matters
The Customer Service Agent is more than just an airport support role—it represents the heart of the passenger experience. As the first and last point of contact for travelers, Customer Service Agents directly influence how passengers perceive Qatar, its hospitality, and the world-class standards of Hamad International Airport.
Through professionalism, empathy, and efficient service, agents help create a positive journey that travelers remember long after their flight.
Why Work at Hamad International Airport?
Joining HIA means becoming part of a global airport ranked among the best worldwide. Employees benefit from:
- A multicultural, professional environment
- Opportunities for career growth and development
- Exposure to international operations and passenger management
- A chance to represent one of the world’s top aviation brands
This role offers both personal and professional growth, making it ideal for individuals passionate about service excellence.
