Customer Experience Agent | Qatar Aviation Services | Qatar Airways Group

About the Role

Provide consistent quality of service and exceptional assistance to all customers at the assigned designated area such as (but not limited to) check-in counters, Boarding gates, API tasks and VIP and Amri Operations ,transfer desk offices (disruption unit), Ramp, Lost & Found, Crew terminal, Porterage Services, Trolley Services and Customer Care(PwD) section in line with the agreed service standards and procedures of our customer Airlines and ensure the compliance of laid down safety and security procedures and local authorities are implemented accordingly. 

Operational

• Demonstrate a caring and service-oriented image with a warm, hospitable, and pleasant attitude to ensure proper handling of all passengers, including the special assistance, they need and to meet total customer satisfaction.
• Follow the standard operating procedures (SOP) laid down by the department and customer airlines; consistently apply the established service standards to ensure department’s compliance with International Organisation for Standardisation (ISO) standards and the agreed Service Level Agreement with the customer airline.
• Report for duty on time as per roster with full company uniform and good grooming standards.
• Handle assigned Flight/Area as per duty allocation, follow SOP and work instructions of below:
  • Check-In passengers following QAS Standards and Procedures
  • Floor Walking and Queue management
  • Managing flow at Immigration/Security Screening point.
  • Hand baggage control
  • Lost & Found
  • Boarding passengers
  • Transfer desk
  • Customer Care (PwD)
  • Documentation and administration assignments\
  • Passenger Arrivals and Baggage Services
  • Porterage Services
  • Trolley Services
  • Crew Terminal Services
  • API Check-in and Boarding Tasks and VIP handling
• Coordinate with internal and external departments (QR and other Airlines) to perform terminal operations in line with the guidelines for smooth operational achievement.
• Report any illegal, unsafe, or corrupt activities that you observe, address any problems, complaints, or situations that could potentially lead to passenger dissatisfaction and reported to the immediate supervisor
• Assist line manager in the response to any emergency or a major operational disruption affecting HIA, Qatar Airways Group and other airline, including support of the Qatar Airways Special assistance Program.
• Support the shift senior in handling of special baggage like out-of-gage and super out-of-gage, in accordance with published guidelines of the Customer Airline to ensure safety as per safety compliances.
• Efficiently coordinate with internal departments, such as Customer Care (PwD), Check-in and Boarding, Porterage services and Trolley Services, to ensure the timely completion of business operations.
• Execute designated responsibilities such as the allocation of Baby Stroller Staff, along with the oversight and distribution of additional contractor personnel during shifts across different handling zones, to ensure that daily operational needs are fulfilled.
• Deliver any assigned tasks at handling areas like Arrival and Departure while closely monitoring that all requirements for porterage services are met.
• Support the lead on duty in managing and directing all trolley personnel and contracted staff at designated locations to gather, distribute, and manage passenger trolleys, ensuring that Qatar Airways and other customer airlines receive high-quality service that meets the stipulated service level agreement.
• Organize, move and allocate trolleys to ensure enough trolleys and manpower is available at assigned areas and trolleys are stacked at each nest as per agreed service levels. Ensure trolleys are not found impeding safe and unobstructed movement along corridors and/or passageways.
• Submit daily, weekly or monthly reports such as the Trolley Utilization Report to the Quality Control Coordinator on time
• Perform other department duties related to his / her position as directed by the Head of the Department