JOB DESCRIPTION / ROLE
Information Desk Agent - Hamad International Airport - Doha
Responsible for providing Hamad International Airport users with information on Qatar, the airports services and airlines services via telephone and face to face. Tasked with ensuring that all airport users receive a high standard of customer service from the information desk and are satisfied with the service they receive.
About You:
- Provide airport users with accurate and helpful information including but not limited to flight timings, transport, reservations, hotel information.
- Respond to queries from airport users both on the phone and face to face.
- Provide high quality customer service to airport users at all times continuously looking to improve customer satisfaction.
- Provide professional and accurate information to airport users.
- Support the development of procedures for the information desk including manuals and policies.
- Handling of multi products/ services as required by the organization.
- Maintain liaison with all operational areas and keep abreast of policy and procedural changes.
- Support development of procedures for Help Desk operating/procedure manuals.
- Train and develop other employees, for proper succession planning and risk management Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidies including support of the Qatar Airways Special Assistance Programme.
- Other duties and responsibilities as requested by Management.
REQUIREMENTS
- High School Qualification (e.g. O level, Year 10, min compulsory education)
- Speak and/or write in English.
- Experienced - minimum 2 years of job-related experience required
- A minimum of one years experience within a customer facing role.
- Experience of providing a high standard of customer service.
- Minimum 2 years relevant airport environment experience.
Preferred:
- Speak a 2nd Language.
- Speak and/or write in Arabic.
Specific Skills:
- A good standard of spoken and written English language skills.
- Excellent telephone manner.
- Demonstrates a focus on customer service and satisfaction.
- Strong interpersonal and communication skills.
- Ability to work as a member of a team.
- The initiative to work independently.
- A good standard of IT literacy.
- Strong administrative skills.
ABOUT THE COMPANY
Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.
Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.
Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.
