Senior Customer Service Agent

About the role

Join our award-winning team at HIA and deliver world-class service every day!

Offers passengers the highest level of service, ensuring a seamless and convenient world-class experience at Hamad International Airport. This role is designed for outgoing and detail-oriented individuals who are passionate about service delivery and committed to creating positive customer interactions.

Key responsibilities

• Assist the Customer Service Supervisor by providing the necessary data to fill the shift report.

• Prevent and report misuse of company assets or customer properties through the correct process, in order to re-locate lost items.

• Support the development of procedures for the Senior Customer Service Agent including manuals and policies.

• Provide customers with accurate and helpful information including but not limited to flight timings, transport, food and beverages, airlines, lounges, hotel and other facilities provided at Hamad International Airport.

• Conduct survey for the customer service improvement team to understand customer satisfaction pro-actively identify customer needs and positively influence their perception of Hamad International Airport to improve customer satisfaction survey.

• Prepare, coordinate and monitor the weekly Lost Property disposal and with governmental agencies.

• Check the overall standard quality (including assets serviceability and cleanliness) of the PTC (Passenger Terminal Complex) to ensure KPI (Key Performance Index) and SLA (Standard Lewi Agreement) are met by services provider.

• Prepare the report for Departures, Arrivals and Transfer queue Management for the supervisor.

• Prepare the report for the meals provided to passengers affected by a disruption of the airport operation.