Posted by Qatar Aviation Services (QAS), part of the Qatar Airways Group, is seeking a Customer Experience Agent to support passenger and airport operations in Doha, Qatar. This opportunity is suited to candidates who enjoy working in a fast-paced aviation environment and can deliver professional, courteous and efficient service while following strict operational, safety and security procedures.
The Customer Experience Agent will play an important role in supporting passengers across different areas of airport operations, including check-in, boarding, transfer services, arrivals, baggage services, customer care and other designated handling areas. Depending on operational requirements, the successful candidate may also support trolley services, porterage, VIP handling, crew terminal services and assistance for passengers with disabilities (PwD).
The position offers an opportunity to work within the aviation and airport operations environment of Hamad International Airport while gaining experience in passenger handling, customer service and airline ground operations.
Customer Experience Agent Job Details
- Job Title: Customer Experience Agent
- Company: Qatar Aviation Services (QAS), Qatar Airways Group
- Location: Doha, Qatar
- Job Family: Cargo & Airport Operations
- Reference Number: 2600009X
- Closing Date: September 1, 2026
- Work Environment: Airport and passenger operations
About the Customer Experience Agent Role
The Customer Experience Agent is responsible for providing consistent, high-quality assistance to passengers in assigned airport operational areas. The role requires employees to maintain a professional and welcoming attitude while ensuring that passenger-handling activities comply with established procedures and service standards.
Depending on the assigned area, duties may include:
- Checking in passengers according to QAS standards and procedures.
- Assisting with passenger boarding operations.
- Managing passenger queues and providing floor-walking support.
- Supporting passenger flow at immigration and security screening areas.
- Handling transfer desk operations.
- Assisting with passenger arrivals and baggage services.
- Supporting Lost & Found operations.
- Providing customer care and special assistance to passengers with disabilities.
- Performing API check-in and boarding-related tasks.
- Supporting VIP handling and crew terminal services.
- Assisting with porterage and trolley services.
- Performing documentation and administrative duties.
- Supporting the handling of special baggage in accordance with established procedures.
- Coordinating with internal departments and customer airlines to ensure smooth airport operations.
Key Responsibilities
The successful candidate will be expected to maintain a caring, service-oriented approach when dealing with passengers and provide assistance in a manner that supports overall customer satisfaction.
The role also involves following departmental and airline-specific standard operating procedures (SOPs) and ensuring that operational activities meet agreed service standards.
Other responsibilities include:
- Reporting for duty according to the assigned roster and maintaining professional grooming standards.
- Identifying and reporting unsafe, illegal or corrupt activities.
- Escalating passenger complaints and operational issues to the appropriate supervisor.
- Supporting responses to emergencies and major operational disruptions.
- Coordinating with Customer Care, Check-in and Boarding, Porterage and Trolley Services teams.
- Helping allocate staff and resources according to operational requirements.
- Supporting the management of trolley personnel and contracted staff.
- Ensuring sufficient passenger trolleys are available in designated areas.
- Ensuring trolleys do not obstruct safe passenger movement through airport corridors and passageways.
- Preparing operational reports, including trolley utilization reports, when required.
- Performing other duties related to the position as assigned by management.
Qualifications and Requirements
Qatar Aviation Services has provided two entry routes based on educational background:
- High School Qualification: Minimum of 1 year of job-related experience.
- Bachelor’s Degree or equivalent: No prior job-related experience is required.
- Good interpersonal and communication skills.
- Strong time-management abilities.
- Good command of the English language.
Candidates applying specifically for a Check-In position should note that check-in and boarding experience is required for that position.
Preferred Qualifications
Although not all of the following are mandatory, candidates with additional aviation, passenger-handling or technical experience may have an advantage.
Preferred qualifications include:
- Working knowledge of Departure Control Systems.
- Experience with systems such as MACS, Sabre or Altea.
- Training in passenger handling and customer service.
- Courses covering areas such as Introduction to Civil Aviation, Airport Passenger Handling or check-in systems.
- Good organizational and planning skills.
- Working knowledge of Microsoft Office applications.
- Arabic language skills, both written and spoken.
- Knowledge of additional languages is considered an advantage.
Who Is This Opportunity Suitable For?
This role may be particularly suitable for candidates with backgrounds in:
- Customer service
- Airport operations
- Passenger handling
- Airline ground operations
- Hospitality
- Front-desk services
- Travel and tourism
- Aviation services
- Baggage and passenger services
Candidates should be comfortable working around passengers, coordinating with different teams and following established procedures in a busy airport environment.
The position also requires flexibility because airport operations involve roster-based work and can involve changing operational requirements, passenger disruptions and time-sensitive situations.
Working in a Fast-Paced Airport Environment
Customer Experience Agents are part of the frontline airport operation. Their responsibilities can extend beyond traditional customer service, requiring them to coordinate with multiple operational teams while maintaining service quality and passenger safety.
The role therefore combines customer service, airport operations, communication, coordination and compliance. Candidates who can remain professional under pressure and work effectively with colleagues from different departments may find the position particularly suited to their skills.
Frequently Asked Questions
What is the Customer Experience Agent position?
The Customer Experience Agent is an airport operations role with Qatar Aviation Services, responsible for supporting passengers and performing various customer service and airport-handling duties in Doha.
Where is the job located?
The position is based in Doha, Qatar.
What educational qualification is required?
Candidates with a high school qualification need at least one year of job-related experience. Candidates with a bachelor’s degree or equivalent can apply without prior job-related experience.
Is previous airport experience required?
Not necessarily. The listing states that candidates with a bachelor’s degree or equivalent do not require prior job-related work experience. However, check-in and boarding experience is required for candidates applying for the Check-In position.
What language is required?
A good command of English is required. Arabic is listed as a preferred qualification, while knowledge of additional languages is considered an advantage.
Is experience with airline systems required?
Experience with systems such as MACS, Sabre or Altea is preferred but is not listed among the basic mandatory qualifications.
When does the application close?
The stated closing date is September 1, 2026.
What type of work does the position involve?
The role can involve check-in, boarding, transfer desk operations, passenger arrivals, baggage services, Lost & Found, customer care, VIP handling, trolley services, porterage, crew terminal services and other airport operational duties depending on assignment.
Does the vacancy state a salary?
No salary figure is provided in the job information supplied for this vacancy.
Does the listing mention visa sponsorship or accommodation?
The job information provided does not explicitly state visa sponsorship or accommodation benefits, so these should not be assumed from the vacancy.
How to Apply
Interested candidates who meet the required qualifications and experience criteria should submit their application.
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