Customer Services Officer

Overview Job title : Customer Services Officer

Reference :

Location : Qatar - Doha

Job family : Customer Service

Closing date : 25-Sep-2025

About the Role Plans, monitors and controls all activities relevant to the Customer Experience, ensuring consistent customer service delivery, maintenance of on-time performance at the highest level, and that all team members, under jurisdiction, adhere to safety regulations and maintain discipline as per the company’s policy. Represents QAS Customer Experience Operations, and acts as the focal point for all queries from airline customers and passengers, while contributing as a key member of the team towards providing a seamless 24 / 7 operational coverage.

Responsibilities

Coaches, motivates, enthuses and develops Supervisors and frontline team members to achieve high morale, discipline and grooming standards across the entire team.

Ensures the Supervisor role is optimized and that Supervisors proactively anticipate, identify and address issues in advance to support their team and avoid operational discrepancies.

Ensures all customer incidents are handled with utmost care and that the Escalation Matrix is complied with, notifying QAS Senior Management of all irregular airport operations without delay.

Supports the Customer Experience Duty Manager in operational control by supervising all operational activities within designated zones; highlight discrepancies during shift to the relevant Duty Manager.

Promotes health and safety by ensuring procedural compliance and working closely with the QAS Safety Team to identify and mitigate unsafe practices, applying Just Culture principles.

Measures unit performance by conducting service audits and provides feedback to Supervisors and frontline team.

Motivates and inspires Supervisors and frontline staff to foster creativity, seek feedback from customers, and propose recommendations to the Customer Experience Duty Manager.

Minimizes operational discrepancies during shifts through planning, organizing and monitoring activities at check-in, boarding, transfer desk, Customer Care, baggage lost & found, VIP operations, Porterage and Trolley and Passenger (PAX) Control.

Ensures SLA compliance of each Airline Customer and manages the approval process for additional resources as needed to meet demand in line with SLAs.

Manages operational costs by minimizing overtime through cross-utilization and optimization of resources across the Customer Experience function.

Reports to the Customer Experience Duty Manager on a monthly basis with operational performance results, service standards and any discrepancies, including proposed improvements.

Participates in pre-shift meetings with Shift Managers, Airside Operations Duty Managers and Supervisors to discuss shift activities and resource re-allocation to meet demand and SLAs.

Prepares shift reports clearly highlighting incidents or service lapses and coordinates with the Customer Experience Duty Manager for timely actions.

Carries out investigations pertaining to incidents, accidents, and service lapses in line with Just Culture and completes clear Case Reports for appropriate disciplinary and / or corrective actions in line with QAS HR policy.

Performs other department duties as directed by the Head of the Department.

Qualifications About you

Essential

Bachelor’s Degree or Equivalent

Minimum 3 years of job-related experience

Strong mentoring and coaching skills

Ability to train and develop subordinates’ skills

Ability to foster teamwork among team members

Ability to delegate work, set clear directions and manage workflow

About Qatar Airways Group Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.